Why do organizations stray from their mission? Because, as it has been said, “Life is what happens to you while you’re busy making other plans.” An organization’s brand is not built on what is said, but what is done. As is often the case, so many things are going on at once, that it may be difficult to keep “values” front and center.
Are you illustrating your values in small ways – consistently - every day? Not by saying “we care about customers,” but by actually connecting with individual customers, and showing them that you care?
Perhaps it is a school teacher crouching to speak to children at eye-level, a salesperson smiling to greet potential buyers at a car dealership, or even a safari-clothed ukulele player to greet patients at a children’s hospital.
Check out this New York Times article on organizations and industries that look to the Disney Institute
approach to help establish their customer connections: http://nyti.ms/IyYZFV