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We usually talk about selling products to customers. We deliver something of value, they give us money in return, and everyone’s happy.
But it’s not ever that simple, because we’re human. The exchange of value is actually pretty complicated, and doesn’t happen all at once.
That’s why I’ve been using the phrase “being of service.” Because it hints at the deeper human connection which is taking place.
Read the rest of this entry »Last week I talked about creating delightful experiences for customers. But I have to be fair and admit that there’s a flip side as well.
This came to mind just yesterday when I got a new tool for my woodshop. The tool is great, although the assembly instructions weren’t as uniform in their detail as I would have liked.
Then I came to the registration card.
I recently got a new camera. Yeah, a real camera that takes pictures and videos and stuff – not a phone.
And I confess that I didn’t take the photo here – I don’t yet have the talent to use the camera properly. That’ll come.
But my point today is what an absolute delight it is! It’s solid, capable, and seems to have prepared for my every whim.
Read the rest of this entry »Where does your strategy come from?
If you’re spending most of your energy looking at the competition, then I argue that:
- By definition, you’re behind.
- There are several others who probably “own” that space more than you do.
Don’t get me wrong: You need to be aware of competitive moves, and incorporate what you see. It’s just a lousy way to direct your strategy.
Read the rest of this entry »I’ve been talking about the three key dimensions of a company’s mission. Starting with delivering value for customers, we then added articulating what the value is for us, the team.
Finally, let’s talk about how a Mission captures value for the world. This might stretch your comfort zone, but stay with me here.
The good news is that you get to define “world” for your organization. It could be the local community, society at large, your industry, or even literally the whole world.
Read the rest of this entry »Last week I talked about how we know when a company’s mission is truly a solid foundation, starting with delivering value to customers.
The second dimension is delivering value to us: our leaders, employees, contractors, partners, … anyone who is involved with creating and supplying products and services to those customers.
If you have a non-profit, feel free to change the language. But the concept is the same.
We won’t be able to continue, sustainably, unless WE want to do it. Again and again, year after year. And this is captured by a powerful mission statement.
Read the rest of this entry »I had a powerful conversation recently with someone, exploring the nature of having an organizational mission. In my view, this is the absolute foundation for everything you do. So I’m going to explore this in the coming weeks.
I admit I’m a bit hesitant to start with your customers, but that’s where everything begins. The fact is that you need to supply value to customers, otherwise your business is not sustainable.
If you’re a non-profit, I understand that you might not want to call them “customers.” That’s fine. Call them beneficiaries, sponsors and donors. The fact is that you must deliver continuing value over the long term, or you’re going to fold.
So why am I reluctant to start with customers?
Read the rest of this entry »Recently, CB Insights tabulated the top 20 reasons startups fail. There are some fascinating conclusions in there, but I simply want to focus on the top reason, the one which contributes to 42% of failures:
No market need.
At one level, this is the most obvious conclusion, not worth more thought. But let’s look further.
Read the rest of this entry »I heard an interesting article on the Innovation Hub radio show recently, talking about how riskiness affects people’s decisions. It got me thinking, because I’ve wondered for many years about the connection.
When we’re working on connecting our products and marketing to the customer need, we often start with their needs and desires. The customer desires a phone which is functional and attractive, with long battery life and easy-to-use apps.
That’s fine as far as it goes, but it’s a pretty surface-level way of thinking.
Read the rest of this entry »How enthusiastic are your customers about your products? Your company?
Of course, you have the most amazing products and services. You strive every day to promote them and to constantly improve them. That’s fantastic.
But … enthusiasm for your company? That’s harder to answer.
Read the rest of this entry »
The Values-Based Business 