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.
Posted by (1) Comment
Compare what it takes to be a legacy leader to gears in motion. Each talent, skill, mastery, attribute and success building on the other to create possibilities. The right blend of movement for the desired result is Synergistic Leadership. As a Synergistic Leader you will continuously turn the gears of leadership mastery, organizational alignment, team engagement, and customer connection. It will take courage, heart, energy, and humor, imperfection and willingness to discover who you are. It will take you striving to bring out the best in your team and your customers. It will be both a journey and a destination.
Until next time,
Stephanie