What Have You Done for Them Lately?
The Ready, Set, Engage Path as introduced in my book, Ready, Set, Engage(R), 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 article, 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.  

Until next time,


Engaged team members create engaged customers.  Go to www.EngageYourTeamNow.com to find out how to add momentum to your team. 
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Category : Customer Engineering / Team University

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