Value Chain

Non-Conformist | Extraordinary Business

Getting ahead in business requires doing not what everyone else is doing but doing things differently

Take the road less traveled Have you ever been to an event where they gave you a check list of “stuff” that you absolutely need to do in order to “take your business to the next level?” Did they almost guarantee that you would be able to achieve whatever goals you set out for yourself by implementing their recommendations? Did they show you dozens of people and testimonials of people who used the system, followed the steps and became overnight successes?
In the words of Dr. Phil, “How did that work out for you?”
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Non-Conformist | Extraordinary Business

Getting ahead in business requires doing not what everyone else is doing but doing things differently

Take the road less traveled Have you ever been to an event where they gave you a check list of “stuff” that you absolutely need to do in order to “take your business to the next level?” Did they almost guarantee that you would be able to achieve whatever goals you set out for yourself by implementing their recommendations? Did they show you dozens of people and testimonials of people who used the system, followed the steps and became overnight successes?

In the words of Dr. Phil, “How did that work out for you?”

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Now With a Whisper… | Extraordinary Business

Innovation in Customer Experience

imageIt seems that many times, when we think about innovations, we think in terms of bringing a new product or service to the marketplace and making millions of dollars in the process.  However, innovations can occur in any area of the business with the purpose of helping your company run better, build some strategic advantage, differentiator, reduce costs or become more efficient.

Innovations in customer experience are an excellent way to attract new customers, retain those that you already have and bring positive (or negative) attention to your brand.  If you think about your experience with different companies – some make you feel as though you are interrupting one person’s day, versus the other that cannot seem to get out of your hair once you have made the initial contact – think about the impact that your experiences have made on your purchasing and loyalty decisions.

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IT & Your Customers | Extraordinary Business

Technology is not (yet!) a viable replacement for direct interaction

imageOne of the things that has made the 21st century very interesting is the amount of access we have to people, businesses and organizations through wallet size (and smaller) devices!  It is amazing what we can do, how much we can accomplish just about anywhere we go, from sending text messages to emails to scheduling appointments…but can it go to far?  Does it help or hurt our bottom line?

For example: there are a number of online scheduling solutions that will allow your clients to choose days and times to meet with you or members of your team.  They simply need to go to your free/busy calendar and sign up for a time slot or slots that will work best for them.  They will receive an email confirmation, your technology, you or someone from your team will probably send a friendly email reminder a day or two before the meeting to remind them of it and you will have your meeting.

Pretty straightforward, right?

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IT & Your Customers | Extraordinary Business

Technology is not (yet!) a viable replacement for direct interaction

imageOne of the things that has made the 21st century very interesting is the amount of access we have to people, businesses and organizations through wallet size (and smaller) devices!  It is amazing what we can do, how much we can accomplish just about anywhere we go, from sending text messages to emails to scheduling appointments…but can it go to far?  Does it help or hurt our bottom line?

For example: there are a number of online scheduling solutions that will allow your clients to choose days and times to meet with you or members of your team.  They simply need to go to your free/busy calendar and sign up for a time slot or slots that will work best for them.  They will receive an email confirmation, your technology, you or someone from your team will probably send a friendly email reminder a day or two before the meeting to remind them of it and you will have your meeting.

Pretty straightforward, right?

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7 Laws of Customer Retention | Extraordinary Business

imageRecently, my wife and I took our children out to pick up some items from the store, then out to eat.  I’d mentioned to my wife that I didn’t have a lot of time since I needed to put some time into a project I am working on.  She agreed that we would not make an all night adventure of it.

One of the things we had to pick up was a coat for my son.  We went to a couple of different stores, didn’t find one and decided that we would continue looking on another day, being aware of the time and my tight schedule.  Then we had dinner at the restaurant as planned and headed for home – already running a little later than planned.

En route to the house, we passed a Wal-Mart, to which my wife said, “Oh, wow.  That’s just a Super Center.  They probably don’t have any more coats.”  It is January and retailers are blowing out old inventory and so I agreed.  However, after driving past the store, I sense that all is not right in the world, so I ask if she had wanted to go to Wal-Mart, to which she sullenly responded, “No!”  Of course, “No” actually meant “yes.”

Exasperated, I asked her, “Do you expect me to read your mind?”  She turned to me, looked me in the eye and said, “Yes.  Yes I do.”

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Backing it Up | Extraordinary Business

Absolutely Terrible Telecom Co. One of the world’s largest telecom agencies has the habit of boasting about how big they are, how fast they are and that sort of thing.  They tend to buy up competition and technology at what seems to be an alarming rate and have been given leeway to dominate the marketplace.  Interestingly, despite its boasts, it still has one of the highest consumer dissatisfaction rates in the world.  You have to ask yourself: how successful could the company be if they put more effort into lowering the customer service?

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