What do I mean by “conduct business differently?” It means to:
- leverage the results for every investment you make, activity you support and opportunity you pursue
- optimize every customer touch point on behalf of the customer to reduce or eliminate friction in the relationship
For example, let’s consider customer service. I never fret about calling Verizon Wireless or American Express. I can’t say that about the cable companies. Verizon and American Express are there to serve me. They understand their mission. They stand out.
What is your company or department doing to stand out? What grade would your customers give you? Are you a victor or victim, a winner or loser, magnificent or mediocre?
Thought for the week:
“True joy comes when you inspire, encourage and guide someone else on a path that benefits him or her.” – Zig Ziglar
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