The Ready, Set, Engage Path™ as introduced in my book, Ready, Set, Engage™, is one of leadership mastery, organizational alignment, team engagement and customer connection. You cannot have a successful business without the interconnection of these elements. In this post, the focus is on customer connection. Peter Drucker, management consultant helped clarify the idea of a profit center when he said, “The only profit center is the customer.” I have to admit in my early days of customer partnerships, I could have been heard saying, “if only we could just manage the customer relationship.” As a customer on the other hand, I don’t want to be managed, I want an experience.
Customer relationship management SPEAKS – How can your company “work” the customer relationship to meet “your” internal organizational goals?
Customer experience management LISTENS: How can your company help the customer achieve their goals while creating positive customer experiences?
Positive customer experiences create engaged, connected, loyal customers. Loyal customers = Profit in the Profit Center.
Action: Create a “Make Their Day” journal and come up with ways to create positive, unique, customer experiences for your customers.
