martinamcgowan

One area that I might disagree w/ is the “…does he actually take good care of them or does “Knowing the Owner” offer that illusion.” Consumers make decisions for different reasons. We’re all different. I think knowing the owner may not get you the best deal, but it’s personal and you have some recourse. In the end, that recourse builds a level of trust. It also ensures that the employees treat you right (they don’t want to lose their jobs). My point is that trust and recourse are important. Trust is at the center of every relationship, and consumers (human nature) fear the unknown.

I strive to keep the audience thinking. This particular problem is all too common and can be a catalyst to failing businesses.

Have a great week!

If you recall what I said when Idea Chef and I first met you. The same comment goes here. Very few CEO’s and company owners (let alone other members of their companies senior management) have the passion and drive that you do (and communicate it regularly). It comes out when you speak and if people miss it, they are not listening. Idea Chef and I meet owners and CEO’s on a regular basis where this passion is lost for all sorts of reasons: bad economy, lost business opportunity, lack of motivation in their teams and a whole host of other reasons. But you hit a key item here. Lack of touch with their customers. Even if other CEO’s talk about their desire and passion about customers, they rarely communicate it. You touch upon some amazing yet simple concepts that is missing in US business’s. How leadership can be responsible (and yes drive) customer experience. From the very first point of the sale, the customer is left to their own, experiencing what the company has to offer. I would take your Dell example and go to banking, car dealers and others across many verticals. Once you walk away from your purchase, you are entered in the system for a possible email maybe touching you in a few weeks. Opening a checking account is not about “thanks for your business” but where is the rest of your money?

Guess where is the single biggest opportunity for new business? By serving your existing customer base is such way that they talk about you to their entire network(love all your suggestions about this Dan). If you are already doing this, then you are successful

As always great job.
Amir

I must say that this blog was inspired by a reality that is all too often the downfall of companies with great potentials.

I look forward to chatting in the future, and appreciate your continued support and friendship.

Thank you.

Erik