Will Guidara on creating success with authentic leadership and customer focus
Insights|August 21, 2024
Roschier is continuing the theme of true and authentic leadership, a topic that we feel very passionate about.
Before the summer, we had a visit from Caroline Farberger to share her views on authentic leadership. Now, as we look ahead to the Nordic Business Forum 2024, the theme remain central, especially in the context of customer service. We are excited to share that Will Guidara, a renowned expert in this field, will be speaking at both Roschier and the Nordic Business Forum in connection. As a proud partner of the event, we believe his insights will be valuable. Regardless of your field of business, how you treat your customers can set you apart from the competition in ways that are both powerful and long-lasting. As highlighted by Will, customer service isn’t just a tactic – it’s a strategic advantage that can be leveraged by any business. Here’s how:
1. Creating emotional connections
Exceptional customer service goes beyond solving problems or answering questions – it’s about creating emotional connections with your customers. When people feel valued and cared for, they’re more likely to become loyal to your brand. For instance, a tech company that offers personalized onboarding support helps users feel confident and understood, turning them into advocates for the product.
2. Personalization as a differentiator
In a world where products and prices can be easily matched, personalized service stands out as a true differentiator. The concept of ‘one size fits one’ means tailoring your approach to meet the unique needs of each customer. This could be as simple as remembering a customer’s preferences or as complex as customizing entire service offerings to fit individual needs.
3. Turning customers into advocates
When you deliver exceptional service, customers don’t just return – they spread the word. This word-of-mouth promotion is incredibly powerful and far more credible than traditional advertising. Businesses across all sectors can benefit from this. For example, in the service industry, where competition is fierce, turning satisfied customers into vocal advocates can drive significant new business. Similarly, in legal services, where trust is key, exceptional service can lead to referrals that bring in new clients who are ready to trust you with their business.
Authentic leadership and its impact
Central to Will’s philosophy is the idea of authentic leadership. In his book, Unreasonable Hospitality, he emphasizes that being true and authentic as a leader is key to creating a positive culture within an organization. When leaders are genuine and transparent, they foster trust and a sense of belonging among their teams. This authenticity doesn’t just strengthen internal culture – it also reflects in the quality of service provided to customers. By leading with empathy and consistently aligning actions with values, leaders can empower their teams to deliver exceptional, personalized service that truly sets a business apart.
Stay tuned for more on these topics and follow our channels to see what else is discussed during the events around Nordic Business Forum 2024.