A culture of accountability strengthens a brand. In this video, learn how to clearly communicate internally what your employees are accountable for.
- Your brand is one of your most valuable assets, … and a culture of accountability … is going to help you protect it. … A brand is a promise, and you need to remember … who you're ultimately accountable to. … Ignoring that bond of trust … between you and that final accountable party, … whether it's a patient, a customer, … is going to damage your brand. … This comes out a lot during a crisis situation. … How you handle crises or shortfalls … can make or break your brand, … and a culture of accountability … is what's going to drive the behaviors in those situations. … For example, Johnson & Johnson had an issue with Tylenol. … Some of the pills had been tampered with. … Rather than sitting there and figuring out … are there specific markets or types of packaging … that have been tampered with, … they just said "We're accountable to our customers." … They pulled all the product off the shelves … despite the huge negative financial implication of doing so, … but by taking that action decisively, …
- Define accountability.
- Compare and contrast accountability and responsibility.
- Identify ways a leader can model accountability.
- Explain how to define accountability for a team.
- List examples of consequences for failing to deliver.
- Describe how to strengthen a brand by establishing and reinforcing a culture of accountability.