“Different isn’t always better, but better is always different.”
There is a unique distinction in the behaviour of a no. 1 company and how the team dynamic exists within it. Leadership and its characteristics have become very diverse and are often too confusing or too hard to implement. When you look into the behaviours of great leaders, the one thing they have in common is a clear and defined goal. There isn’t a 10-point plan with another 10 points within it; they keep it basic and ensure their team is committed to the objective. Darrell has worked with some of the best industry leaders, and his company Saguity is the innovator behind the customer service excellence measurement Appreciation Certified™.
Darrell and his team at Saguity have interviewed 750,000 end-user customers from hundreds of companies and identified the critical drivers behind what creates a no. 1 company and, most importantly, what creates a no.1 team. The information curated and analysed from over 10 years of phone-based customer research has enabled a highly predictable process to ensure team culture is grounded in the most powerful principles.
Saguity asked over 100,000 customers who scored 10/10 in feedback interviews across multiple industries what was most important to them, and the facts were clear: obsess over your customers, not over your competitors. If you’re not remarkable, you’re not memorable. To maximise your margin, you have to master customer experience, and you can’t do that with an average team culture.
Like W. Edwards Deming and Buckminster Fuller, two of the greatest business minds, Darrell has designed and implemented a very powerful and effective method of empowering leadership teams in their ability to engage. Being no. 1 in your market requires a different approach to your competitors, extending beyond conventional thinking and training processes. You must create space for out-of-the-box thinking and inspire your team to have the courage to act on it.