We have been hurricationing recently (did I just make up a new word?) here in central Florida which has given me time to write and share some of the things we are working on. First I want to send out my sincere prayers and best wishes to those impacted by Dorian.
These storms cause you to think about contingencies and to prepare for lots of possible outcomes. They also focus your attention for extended periods of time. Good lessons for us to apply every day to our businesses as well.
My book Inbound Organization is about creating a customer experience that differentiates your business. We show you how to create that customer experience by focusing everyone in your organization on the needs, expectations, and desired outcomes of your ideal buyer. The day-to-day pressures of running a business easily distract most of you from focusing on the hard work of designing, monitoring, and optimizing the experiences your customers have working with you at every point of contact. There are lots of possible outcomes for each customer interaction and leaving them to chance or to the whims/moods/personality of the employee in that interaction is a bit like not preparing and hoping the storm passes.
I have been fortunate to be able to guest on a number of podcasts recently and this topic is one I keep coming back to.
Here are a few links to recent shows were I was the guest:
In this episode, Stacy sits down with Todd Hockenberry, the owner of Top Line Results and the co-author of “Inbound Organization: How to Build and Strengthen Your Company’s Future Using Inbound Principles.” The two discuss just how much a company’s success is dependent upon a well-developed mission, strategy, and action plan.