Five Principles of Customer Experience Leadership
Customer Experience (CX) is one of the hot business topics in all Business-to-Customer (B2C) and Business-to-Business (B2B) companies today. Companies ultimately meet and fulfill underlying needs of prospective customers and existing customers through the five “P’s” of the Marketing Mix: Product, Price, Place, Promotion, and People. The five “P’s” of the Marketing Mix work for all businesses, products, and services from industrial...
Is your business ordinary, average or upper quartile?
How is the business doing? What do you say when someone asks, “How did 2018 come out”? And if you say we did this or this happened and they ask “Why” that happened, do you know the answer? I unfortunately believe that a large percentage of CEO’s could not answer that question knowing exactly what happened. I would expect that type of response from one of the run-of-the-mill equipment dealers that put forth the AVERAGE numbers we find...
It’s not the company. It’s the people in the company. It’s you!
When you walk into someone’s place of business to shop or buy something, what are you expecting? Most people (you included and me included) expect someone friendly, someone helpful when you need them, to be served in a timely manner, to be given fair value, to be presented with a quality product, to make the process quick and easy, and to be thanked whether you give them the business or not. Then the question is: What do you...
Should I hire this person?
Nothing can derail decision making like conflicting data. Have you ever read online reviews for restaurants when planning a vacation itinerary? You get 12 people saying Uncle Frank’s BBQ is the best they’ve ever had, while 8 others claim it’s the worst. The 12 advocates report that Uncle Frank’s Memphis-style ribs are tender and flavorful. The 8 naysayers insist the ribs are dry, chewy, and bland. So you end up saying, “To heck with...
Incentives – Engendering Engagement
As a dealer principle, I liked to think that the wages we paid our people provided enough motivation for them to be personally invested in delivering a quality experience to our customers. Over time I found that while wages are necessary, the best and most productive employees are hard-wired to innovate. For that additional innovation they want a chance to get a little extra. My goal in designing incentive programs was always to...
Find your WOW at ProMat
ProMat 2019 is where manufacturing and supply chain innovation comes to life – in person and in action. Experience 1,000 providers as they demonstrate the latest equipment and systems that will deliver the WOW to help you: » Improve visibility & accelerate time to market » Reduce operating costs & increase efficiency » Streamline & automate your operations » Connect with solution providers & key thought leaders »...
In 2019, Customer understanding is the Key to Growth
Most “predictive rundown” articles that kick off at the beginning of the year focus on big technologies, major disruptions, or massive breakthroughs that will upend your market. While these possibilities may manifest at some point, there’s something to be said for going back to the basics. They say, “what got you here, might not get you there”, that doesn’t mean as an organization you toss out the...
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