Serving the Right Customers Right

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Yesterday's or Tomorrow's Customer?

Back to our discussion on posterity organizations. One common trait in the leadership is Innovation. They ensure they are always abreast of developments in the market. They keep going a step ahead, outdoing themselves to remain on top of their game. They organize themselves to meet the needs of today's customers, while repositioning themselves to meet the needs of tomorrow's customers.

Yesterday's customer (YC) loves to come to your office; tomorrow's customer (TC) prefers you coming to their office. YC are low in choices; TC loves varieties. YC loves certificates; TC prefers capacity. YC are happy being on the move; TC are more satisfied being on the go. YC is ok with 'hards'; TC prefers it being 'soft'. YC is suppressive and submissive;  TC is expressive and exploratory. YC wants to serve; TC wants to be served. YC doesnot mind waiting; TC wants it immediately. YC loves and thrives in community; TC loves independence and individuality.

In recognizing these changing times, Paul Tissot, an ex-director of the Tissot Company (branch of Swatch Group) said: "We need to make serious effort to reorganize, to bring in new ideas more attuned to the new situation."

Posterity organizations are also keen on innovation. You must keep getting better or you prepare to go under. And like Paul M. Romer said, "Every generation has underestimated the potential for finding new ideas...Possibilities do not add up. They multiply."

Multiply your possibilities by constant innovation and renovation.

I believe in you!

HERE TO SERVE
For speaking or writing needs, or to maximize the potentials of your idea, business or people you serve, please call 08096001659 or send an email to soarafrica@gmail.com. visit www.soarafrica.com

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Surviving across Generations

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"How does a brand survive across the generations?"

This was the curious question that drove me last weekend to devouring a book of over 300 pages in one day. It was a publication of the Swatch Group when they marked their 150th anniversary in 2003.

I am yet to see an African-founded organization that has lasted more than 100 years. We see cycles of prosperity, the founder dies, and in a couple of years, the organization dies, or moribund.

One quality I've found that resonates in the hearts of the directors of these 'posterity' organizations is LOVE- deep-seated love for what they do and the people they serve. Nicolas G. Hayek, President/CEO, has this to say:

"The Swatch Group has a very emotional culture. We produce beauty, sensuality, emotionality in watches - and we also produce high-tech on your wrists. Both emotionality or poetry and high-tech, are part of what we feel towards our customers. We love them genuinely. We want them to be happy - we want YOU to be happy!"

You can't build a posterity organization or lifestyle if all you're concerned about are 'the Benjamins'. You must have genuine love for your work, and especially the people you serve and the people that serve you. This love will drive you to continually seek creative and innovative ways by which you can serve your people better.

If you have love, your people will be loyal to you. And when you're gone, they will preserve the culture you created. And it is this culture that becomes passed down from generation to generation.

Love is the pathway from prosperity to posterity.

Love your work. Love your workers. Love your customers.

I believe in you!

HERE TO SERVE
For speaking or writing needs, or to maximize the potentials of your idea, business or people you serve, please call 08096001659 or send an email to soarafrica@gmail.com. visit www.soarafrica.com

GET CONNECTED
Twitter: @deleayobankole
Facebook: Dele Ayo Bankole
YouTube: Dele Ayo Bankole
Http://ayobankole.blogspot.com
Http://ayobankole.wordpress.com