One Team - One Goal!
One Team – One Goal requires leaders and team members to be singularly focused and aligned to achieve shared organizational outcomes. For that to become reality, leadership teams must be honest enough to acknowledge their people-based constraints and organizational misalignment. A major misconception is that only customer-facing functions and positions need be reviewed, but this is shortsighted. Why? Because 100% of team members and functions must be viewed as customer-impacting. If not, why employ them?! As an example, is a customer service team member more important than a fulfillment center worker? Their duties are interdependent, which is why the singularly focused team is crucial to achieving a positive, sustainable customer experience.
Additionally, all companies need to teach their team that we all have customers, internal or external. If we view the people and teams upstream and downstream of us as customers, we develop a more thoughtful mindset.