applied know how
I hope this series of posts in transitioning into General Management remains interesting, in today’s fifth post, I’ll focus on the real focus of a General Manager, their customers.
Every decision in business must be based on serving customers first and foremost, solving their problems and doing so in such a way that the organization makes enough money to survive and in so doing enables other stakeholders to benefit.… Read more
Yes! and come to SMU to learn about it.
Last post was about strategy and differentiation, one of the ways to ensure you are differentiated is to think in a design thinking way.
Design Thinking is a tool for innovation, which uses a consumer-centered approach that puts the discovery of highly detailed consumer needs at the forefront of your innovation process.… Read more
Attention is the number one commodity in today’s world. Unless you can get it, you cannot build your business. Your customers attention is about as big as a cherry, and …
You don’t get multiple bites at a cherry. It’s an all or nothing fruit.
Since your customer’s attention is scarce and stretched, if someone checks you or your product out and is not immediately sold or immediately starts engaging closely with your offer, chances are they will never check it out again.… Read more
As a practitioner, manager, and board director, and as a widely read observer, i can say clearly that Companies which create exceptional customer experiences can set themselves apart from their competitors and produce significantly better business results.
The practice of mapping the journey of our customers, is well established, but typically these elements have been treated distinctly- a piece of point of sale, a price, a sponsorship, and while there is typically oversight from a brand perspective to ensure there is fit with the brand, there is often little co-ordination from a customers perspective to ensure these touch points align to create a co-ordinated and self-reinforcing customer journey,
thats why I’d like to discuss moving from discussing elements of a marketing plan to the overall perception of the plan from a customers perspective.… Read more