By Louis Patler
The following, the writer who originated "Break-It" pondering concepts, describes the "THOUGHTWARE-tm" formulation for winning company considering which encapsulates the features of values, ideals and perspective. The e-book comprises tales, anecdotes and examples from contemporary so much profitable businesses.
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Additional info for Don't Compete....Tilt the Field: 300 irreverent lessons for tomorrow's business leaders
Service 47 SPRINKLE PIXIE DUST ON CUSTOMERS In an increasingly complex global economy, everyone is looking for ways to gain some kind of competitive advantage. Recently, companies have been paying extra attention — at last — to who their customers are and what makes them tick. Demographic research, focus groups, polling, careful budget analysis, point of sale data . . this and much more is tracked, categorized and analyzed, all in the hope of a fraction of a percent increase in profit or a percent or two reduction in costs.
In the remainder of this chapter we will look at what the new Thoughtware provides as answers to these and related questions. MAXIMUM, TOP - O' - THE - LINE, PENULTIMATE SERVICE! I am always on the lookout for models of excellence that are to be found at the extreme end of the spectrum. Often it is difficult to find such a model; but in this case, if I want to focus on unparalleled customer service, two words come to my mind: Holly Stiel! For 16 years Holly was the chief concierge at San Francisco's Grand Hyatt Hotel on Union Square, and was the first female concierge in the United States to have been admitted into Les Clefs d'Or (Golden Keys), the elite international association of fourstar hotel concierges based in Paris.
The most fundamental of these questions — and by far most important — are the following threesome. Think about your own business or work and answer these for yourself: ¾ ¾ ¾ What business(es) am I really in? What are my core competencies and strengths? Are the answers to Questions 1 and 2 in alignment? How? Many companies around the world have been asking these questions in earnest for several years. Dell Computer, Disney, and 3M are recent examples. Dell realized that they are in the computer, service, and the mail-order business.