Be aware…. You could be next
Be aware…You could be next.
Whether you are a successful for-profit business, a financial institution, an insurance company, a wealth management company, local governments, a university, a school, a school board or even a not-for-profit organization, be aware you could be next.
Today’s announcement of the closing of 42 RONA and LOWES stores, is not a surprise to me. It may not be a surprise to many who are in the field of enabling organizational transformation and innovation business.
A few months ago, I took on a project of rebuilding our home deck. The contractor gave me the list of lumber and other materials to purchase. Armed with this list, I visited RONA and LOWES in London, Ontario, Canada. I made several visits and became so disappointed with their lack of customer service, unprofessional unknowledgeable service personnel and the most with their antiquated digital solutions.
It was a very painful experience for me especially. I have been an advocate of Client Centric Experience and the architect of E6-Human Experience Engine Framework. My company has designed, delivered and successfully implemented an innovative digital platform for transforming Home and Community Support Services with a very little budget. I know the organizations like RONA and LOWES spend millions annually in their IT.
The person who was helping me with the price list had to use antiquated technical solution to get the price one by one. It took over an hour in each store to get the pricing and to find out they didn’t carry many of the items in the list. This hour wait is after waiting over 30 minutes to get a person to listen to my plea. I had a better experience in the hospital emergency (even though I waited for over 6 hrs) than I had at RONA and LOWES. I knew at that time; these stores are in the path of their own failure.
Unless organizations innovate and put clients at the center, chances of them succeeding will be a very big question mark.
More and more successful brands who have been taking their clients for granted are beginning to take note of this paradigm shift and trying to change their organizational culture for better. Unfortunately, over 50% are still “keep doing the same and expecting different results”. This is no longer insanity. It is a recipe for total failure.
Authored by JOSEPH EDWARD – Founder & Chief Innovation Officer @INVORG
Joseph is a result-oriented, award-winning visionary leader with a passion for community. He founded INVORG focusing on client-centric service delivery platform for innovating local organizations, not-for-profits, home, and community support organizations and small to medium-sized businesses. Joseph holds a Chief Information Officer Certification from Carnegie Melon University, USA and from the US General Services Administration. He is an IT veteran with over 20 years of leadership in technology, including four years as CTO for the City of London.