Positive Employee Experience (EX) lead to positive Customer Experiences (CX) making them come back for more, creating greater Financial Experiences (FX) which in turn produce PeakPerformance Experiences (PPX) for owners and business leaders. It all connects.
The market has changed. Have you? We have gone back to basics but this time all the dots connect. Why? Because we live in a “Connected” world and everyone has the expressed opportunity to contribute and be counted. Positive Employee Experiences create positive Customer Experiences who come back for more positive experiences creating amazing Financial Experiences for the Owners and investors in business.
Welcome to the new integrated approach to Peak Performance in Business.
I have been helping companies get to significant growth and profitability since 2003 and have decided to now focus my efforts on helping intelligent business owners do business right. All players in this new sales eco system are critically important and we must care for their needs if we want to succeed.
Berny Dormann and his colleagues at CEO Space International talk about Cooperative Capitalism; I just love that! It works! A few years ago Chip Conley created a $500 Million company called Joia De Vivre Hospitality by taking care of 2600+ employees that cleaned toilets for a living. Everyone in the eco-system of business is important and contributes in creating Peak Performance Experience for all involved.
All Business is B2C :
It starts with you. I don’t care where you are in the eco system, it starts with you. The new world order suggests that everyone in the sales eco system of business has a valuable role to play in how things work. All business is B2C because every transaction is conducted between people and people always want to have a positive experience doing business with you. Nobody wakes up and says … I want to have bad experiences today! The new normal is significantly different to just a few years ago.
I used to tell people that my primary domain of interest and focus was the Smaller Family owned B2B organization that sold a solution to its customers and seek to have long term relationship with them. This is not different to a B2C transactional sale where it’s a one and done offering like a convenience store as an example or Apple for that matter. Even here; it is more valuable to address the Customer Experience you offer; because it will determine how many repeat customers you have. Take Apple for instance, or your favorite Gas Station. You go back for more because you have a good experience every time you do.
CX is the new frontier of business:
As outlined above the lines have blurred. The customer (buyer) is in charge. The power has shifted and they decide if you win or loose. Like a flock of sky larks flying at at dusk; they can descend upon you at will and change direction in an instant. Here one moment and off again in another. The only thing they seek is satisfaction through the delivery of value and respect as a unique buyer that is contributing to your organization.
At their core, they want participation, they want respect, they want to be seen. In essence they want to belong, they want to feel welcome and part of your world your story. The product or solution you offer is just the dance floor but not the music. Their trust in you is the beat that keeps it all together. Are you listening to their music? Are you dancing with them?