The lost art of anticipation a crucial business competence! A CEO’s checklist.

When did we stop thinking about what “things could be like?” What if only…?”

Somewhere along the way we lost the art of anticipation.

I often notice that when we do not anticipate we do not get to “the extra mile – above and beyond” it simply cannot happen. I notice this a great deal when it comes to “people” experiences.

I asked a group of folks recently what is the difference between customer: service, care, and delighting the customer. You can imagine that conversation! Do you know the difference?

I also asked who do you want to speak to when you buy a product? Is it the store or someone remote to the whole buying experience?

I also asked why is that we spend millions on customer service departments?

You get my point, if this was your business is this how you would run things?

Remember the last time you had to talk to customer service: The time when you punched a myriad of buttons only to talk to someone so geographically distanced that you wonder how did we get to this state in business today!

How is it that when we shop locally we speak to someone globally and so separated from the concept of “think and buy local?”

Does this concept add value to the customer experience or simply add cost! It is not often that I find it adds to a customer’s experience!

I also find that there is much to do when it comes to someone who is not your customer today but could be tomorrow!

I did an experiment on recruitment processes and wondered whether we would treat applicants differently if they were your next boss or a major potential stakeholder or future customer!!!

I got an answer that I did not like.  Oh my! We need to understand that applicants can also be customers and they figure out pretty quickly how consistent your business practices work and how consistent your values are!!

I urge you to ask the questions I asked!

Is your business really “delighting the customer?”  And do your employees really know what that means?

Hint: It is not what we do today for our customers that will bring long-term success it is what we anticipate that they will need tomorrow and the day after that is a business competence that will separate us from everyone else.

 

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