Tuesday, 21 August 2012

The legacy of London 2012? What the games showed us about how businesses can reconnect with their people and customers.


So the Olympics are over for another four years and apparently people in Britain, having been enthralled and absorbed during the event, are now eagerly anticipating the Paralympics.  That’s perhaps surprising because there was huge debate beforehand about whether the £9.3bn cost was a worthwhile investment.  Post the games the consensus seems to be that it generated a sense of pride and confidence that made it all worthwhile.  So why the change of view?

Undoubtedly the success of Team GB athletes contributed.  Each medal won added to the celebration and went some way towards changing a national belief that we’re not very good at sport (fuelled no doubt by regular failures at our national sport – football).  But it was more than that.
There was great enthusiasm for superb performances by athletes of any nationality.  The public recognise the sacrifices they make to be able to compete at all at this level.  And there was an appreciation that the vast majority (excepting the disqualified Badminton players and a few drugs cheats) competed hard but fairly, within the rules of the game.  Winners and losers were gracious and complimentary of the efforts of others.  And they all recognised and valued the support they received from the public that came to watch them and support their efforts.

I believe these were the real reasons the games were so successful.  The behaviour of the athletes themselves was what made the difference and resonated so deeply with the British public who responded in kind.  All of this was very different to what we’ve come to expect in recent times.  These behaviours have been noticeable by their absence, replaced instead by a willingness to bend and break the rules in pursuit of self-interest.  In sport, following the last Rugby World Cup, Graham Henry, coach of New Zealand who won the tournament labelled England as “world champions of wasting talent” as their campaign faltered amidst accusations of a culture of self interest and a group of players more motivated by money than focused on performing at their best.  The same accusation is often levelled at multi-millionaire Premier League footballers.  They’ve been variously described as arrogant, aloof and detached from the real world.  Paulo Di-Canio, famous ex-player and now manager of Swindon Town recently talked about “fantastically talented players whose desire goes down when they get a big car and a gold and diamond watch”.  And it’s not just the footballers – for the owners of many clubs it all seems to be about money.  The leading clubs have it and do all they can to prevent poorer clubs getting a bigger share, and smaller clubs chase it – sometimes putting their entire existence at risk.   

But perhaps sport simply reflects the society in which it exists.  The last few years seems to have been characterised by scandals resulting from dubious behaviours by those involved.  Most recently it’s been Barclays Bank and the fixing of LIBOR but there are numerous others: MP’s expenses (and prior to that cash for questions), NoTW ‘phone hacking, Financial Services mis-selling of PPI and other products.  Examples aren’t difficult to find. 

Moral standards have been declining for some time.  As a Society we’ve slowly allowed our expectations (of ourselves and others) to fall and the result is that we’ve lost the clarity that previous generations had about what’s acceptable and unacceptable.  We’ve created an environment in which self-interest thrives without appropriate checks to prevent excesses.  And so some push the boundary beyond what many feel is acceptable.   

Returning to the Olympics, my view is that the games were so popular specifically because the athletes behaviour was a reminder of how society used to be, and how we’d like it to be again.  And this surely provides a huge opportunity for companies in the UK to adopt these values and behaviours and make them part of their culture and their brand.  The window of opportunity may be limited, but companies who are able to do just that may be the success stories of the next decade.....

 LinkedIn: http://uk.linkedin.com/in/timhadfield
Twitter: @accordengage
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