[OK, it's been so long since I've written, I've received a verbal warning from the Grammar Police...or is it gramer-poleese? That's what I get for writing late at night. Corrections have been made...er, maked. But perfesser, what about the content? Do you agree or disagree?]
I know, I know. It's been a while. I haven't lost my blog voice, I've just been renting it out to too many others lately.
Sometimes the only things I can think of to blog about are the negative customer experiences I've been having at the hands of some of the best-known brands on this planet. I really don't want to turn this into that type of blog, so FedEx will get some slack for now, although they really do deserve a rant.
I've been having some really cool conversations lately with my wizardly wife. She works for a company that seems to be losing site sight of its customer experience compass and wandering towards a transactional business model. It's not pretty. It is costing them in many areas from the morale of the lowest paid employees to the value of the stock.
When people's eyes are on the wrong scoreboard (say, the misguided criteria for their end-of-year cash bonus) instead of the scoreboard that matters for the long term (customer satisfaction and stock price) all kinds of weird things happen in a company.
I can't go into detail, but I'd encourage you to make sure your eyes are on your customers and the value of your company. Your customers will see to your short term needs (putting bread on the table) and the value of your company is very likely your true nest egg.
I'm working on a very cool tool that will combine the Wizard of Ads' Advertising Performance Equation with our Ad Budget Calculator and show how both are effected by businesses focusing too much on transactions and not enough on relationships.
It may take some serious cogitation here in my concrete-lined wizard cave deep under the prairies of Nebraska. I'll let you know when I come up for air.
