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Save now, pay later

<![CDATA[tompeters! leadership training development project management: I am hardly opposed to saving money! But, in my view, in 9 of 10 cases it’s putting the cart before the horse. You see, I’m a “Top-line Guy.” My first question, instinctively, is, “HOW WILL THIS PROJECT ENHANCE THE CUSTOMER EXPERIENCE IN A WAY THAT WILL IMPLEMENT ‘DRAMATIC […]

<![CDATA[tompeters! leadership training development project management:

I am hardly opposed to saving money! But, in my view, in 9 of 10 cases it’s putting the cart before the horse. You see, I’m a “Top-line Guy.” My first question, instinctively, is, “HOW WILL THIS PROJECT ENHANCE THE CUSTOMER EXPERIENCE IN A WAY THAT WILL IMPLEMENT ‘DRAMATIC DIFFERENCES’ FROM OUR COMPETITORS SO THAT WE CAN CAPTURE NEW CUSTOMERS, RETAIN OLD CUSTOMERS & GROW THEIR BUSINESS, BUILD OUR BRAND INTO A LOVEMARK … AND KICK-START THE ‘TOP LINE’?”

Tom Peters recounts what I hear all the time from media companies: Save first, at any cost. Wrong priority. With the whole media world in play, the only goal is to win more relationships with customers.]]>

One reply on “Save now, pay later”

yup .. networks, not efficiency, will begin to govern our lives from now on, imo. This will gradually dawn on more and more people, but will take another 10 to 20 years to be more fully understood in all its ramifications … and may never be understood in the same ways (as more-or-less common knowledge and socially accepted behaviour, at the human level) that clear roles in defined social structures were …

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