Technology has evolved to not only allow the world to create, manage and observe billions of transactions online, but to provide unlimited new business metrics to track them all. With the mantra of "ROI" being the main driver of investment and decision making in many companies, there is a danger that comes with all forms of "management by buzzword" that the holistic perspective gets lost and the ball gets dropped on other things that matter more to your success.
"Be yourself, everyone else is already taken..."
This is a favorite quote (and book title by Mike Robbins) I have heard frequently in 2011 at one of the networking groups I belong to, quoted by our moderator at the start of most of our meetings. While I have always had a personal philosophy loosely organized along those lines, this quote sums it all up very neatly and reflects where I intend to dedicate more time and effort to in 2012.
How Will Your Business Be Remembered For the Holidays?
You may have provided many things to your clients and customers in 2011, but did you remember to provide "Peace of Mind"?
By now as you can guess, there is little time left to change a customer perception of your business before the holidays. While we can't take our eye off the ball in terms of being responsive and attentive to customers with last-minute needs, by now the vast majority of your customers, clients and prospects are going to end the year with a fixed perception of how they think about you and your business.
But the end of the year and the holidays are a great time to reflect, and if things are slowing down and you want to get mentally prepared for 2012, it makes sense to set aside some time to reflect. Are you going to be perceived as the "Good Santa" or the "Bad Santa" on Christmas morning?
This week’s “Customer-First Conversations” starts a three-part discussion that focuses on building the org model that positions your business to be truly customer-centric.
Clarity of Purpose
A couple of weeks ago a reader commented on how their team suddenly gelled and had a new-found clarity to their team's mission once they worked through who their real customer was. In their case, it turned out that their customer was an internal group - someone we might normally define as a "colleague". This is sometimes hard to manage, in part because everyone wants to feel like they are close to "the" customer and in part because in some business cultures it is just difficult to treat a "colleague" that way for a number of reasons - you might have been trained to think of them as a competitor, or there just might be a sense of "territory" around your relationship.