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Promises are not made to be broken, they’re made to keep. And customers will hold you to that promise, whether you verbalize it or not. In this special 25th episode, hostess Alicia Butler Pierre takes a deep dive into using customer-centricity to drive a company’s culture and performance. Using an example from her book, she describes how shifting from a focus on a revenue-oriented goal to a customer-oriented promise can be instrumental in developing processes that enhance customer experience without sacrificing quality, value or revenue.
Monologue: Alicia Butler Pierre, Founder & CEO of Equilibria, Inc
Air Date: December 16, 2018
Resources
- The Goal: A Process of Ongoing Improvement: Eliyahu Goldratt’s book about revenue-driven goals and changing company culture and performance through continuous improvement
- Behind the Façade: How to Structure Company Operations for Sustainable Success: Chapter 6 features the story of Vandana as referenced in this episode
- This is Marketing: You Can’t Be Seen Until You Learn to See: Seth Godin’s book which includes info re: promise statements
- Marie Forleo interviews Seth Godin: go to the 6:57 mark in the video to see Seth’s promise statement template
- Jab, Jab, Jab, Right Hook: How to Tell Your Story in a Noisy Social World: a book by Gary Vaynerchuk
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