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100 Ways to Succeed #63:
Q1 = "Top Line" Considerations
You ain't gonna beat China on cost. Hence you'd better focus on Innovation-Experience-Top Line. Make this your automatic Question #1:
"HOW WILL THIS PROJECT ENHANCE THE CUSTOMER EXPERIENCE IN A WAY THAT WILL IMPLEMENT 'DRAMATIC DIFFERENCES' FROM OUR COMPETITORS SO THAT WE CAN CAPTURE NEW CUSTOMERS, RETAIN OLD CUSTOMERS, & GROW THEIR BUSINESS, BUILD OUR BRAND INTO A LOVEMARK ... AND KICK-START THE 'TOP LINE'?"
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Comments
Hmmm ... gasp worthy KFC - difficult for me to imagine or reimagine - however, that is just me as a Whole Foods'-esque advocate.
Maybe thats it - a KFC - WF partnership.
Posted by John at February 24, 2005 1:00 PM
"You ain't gonna beat China on cost. Hence you'd better focus on Innovation-Experience-Top Line."
Sounds like echoes of Dan Pink's Wired article, Revenge of the Right Brain. Elevate soft skills, glorify creativity, exalt the artists who sculpt the customer experience.
Posted by Dustin at February 24, 2005 3:41 PM
I love Gaspworthy!!!
I had a gaspworthy experience from a most unexpected source - a ticket salesman in British Rail!!!
A young man emerged on to my platform not only to explain to me personally why my train was 10 minutes late but also handing me a hand written alternative timetable for my subesquent changes to get to my destination!!! ....
I certainly gasped!! ...and by the way told his superiors this guy is going places if they look after him ... I hope they do ...
That is something way above customer care - gaspworhty to me!
Trevor
Posted by Trevor Gay at February 25, 2005 11:20 AM
The statement is so fundamental it reminds me of a championship baseball team, who in addition to "WOWing" the fans with 400+ ft. blasts, can execute the basics (ie fielding ground balls, hitting the cut-off man) to perfection.
Posted by Nik at February 25, 2005 12:52 PM
Tom... can you please forward this to Gary Bettman, Commissioner, National Hockey League? Maybe he'll listen to you.
Posted by Terry Rock at February 25, 2005 2:25 PM