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.

 

About these ads

About HRMexplorer

Managing Director - Human Capital Europe and USA - My ability is to recognize ingrained assumptions and patterns of operation that aren’t productive, and offer practical, cost-effective and value-based solutions.

Posted on July 27, 2011, in HRMexplorer Blogs and tagged , , , , , , . Bookmark the permalink. Leave a comment.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

inspirationenergy

be inspired to greatness

Adventures, Aspirations and "Aha" Moments

An Itinerary Detailing New Years Resolutions

Pressed Words

An Amsterdam Adventure Blog

manageyourstaff

More about managing your people and business!

Tim Riecker

Tim's Thoughts on Emergency Management, Homeland Security, and Training

Sara Rickover, Behind the Corporate Veil

A blog about management, law, mediation and writing, by someone who has done them all

Northeastern Pennsylvania Veterans Multicare Alliance

Serving those who served in Northeastern PA

anjelicadesigns

I've decided to pursue my passion in jewellery designs since I love femininity and all things beautiful and sparkly, well almost all. I'm a proud mother to two gorgeous and amazing girls. I recently left the corporate world, went through a tragic loss and relationship breakdown yet I'm here alive and still very much wanting to pursue my dreams and maintain a state of happiness. This site opens up a new world for me to share and if I'm really privileged connect with with others.

change-effect

WORK, EMPLOYMENT & OTHER RELATED FRIPPERY

WordPress.com News

The latest news on WordPress.com and the WordPress community.

The Organic Leadership Blog

Thoughts During My Leadership Journey

Martin Dangerfield

Martin Dangerfield|Talent Acquisition

tmtConnect

Technology business matchmaking

The Whiteboard

New Zealand Recruitment Industry news, views and commentary from Rice Consulting

The Recruiters Little Black Book

News and views from the world of employment

HR Schoolhouse

Time to take your desks; school is in session

Recruiter's Couch

Because everyone is a candidate sometime

China Gorman

Follow

Get every new post delivered to your Inbox.

Join 6,084 other followers

%d bloggers like this: