In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
The following is a lightly edited transcript of the video below.
On a recent episode of my podcast, I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expand upon it in my vlog, and talk about why a lack of understanding of the Power Core may be what’s preventing you from getting traction.
Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. It is their decoder to understanding the political barriers and enablers to their success.
Do you know the Power Core of your company?
Here’s an easy way to determine it. The Power Core is typically the core skills of the leaders of the organization—or the founders, if you’re founder-led. It is where most of the conversations go, and it is what’s understood the most: where people are the most rewarded and where much of the resources of the organization go.
You may be a product-driven company—especially in a lot of technology companies. You may be a services- or financial-driven Power Core company, or you may be a vertical company, such as insurance.
If you feel like you’re not getting traction, identify the Power Core.
Rule 1: Know the Power Core. Rule 2: Dance with the Power Core.
This means immediately get to know these leaders: engage with them, understand their agendas, and work with them and provide an opportunity to partner with them. Provide them with resources and the ability to rethink what they do.
If you dance with the Power Core, I guarantee you’ll start to make traction where you’re hitting walls today.
Rule 1: Know the Power Core. Rule 2: Dance with the Power Core. This means immediately get to know these leaders: engage with them, understand their agendas, and work with them and provide an opportunity to partner with them. #CX Share on X
For example: in insurance, we typically find that it’s about the men or the women running the field force. When we engage with that Power Core—which can be the sales organization—and work on agent behavior, agent rewards, and supporting the agents, things will shift.
In a technology company, if the Power Core is the engineers, and you work first on developing a “what’s in it for me” to help them advance, the work will shift and you’ll get traction.
Remember, find and know your Power Core, and dance with your Power Core!
Want more information? Here are some additional resources for you as you explore your Power Core:
- When the Power Core is the Customer
- Is Technology Your Power Core?
- If Sales is Your Power Core, Have You Created a Defector Pipeline?
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