In the past, building a business based on the effectiveness and volume of the production line meant the emphasis was placed on production over human resources; but with the rise of the Internet and unprecedented social media engagement, we have officially entered the era of the service-driven business. Today’s companies have shifted their focus to the customer experience and customer relationships. In many cases, such as with fast food chains, companies organized around the mass-production model of business find they must make significant changes to win back customers lost due to unsatisfactory experiences. [Read more...]
My wife and I had dinner with a couple we know not long ago and during the meal, the topic shifted to our respective jobs. The folks we were with are both successful business people; he runs a small business, she’s an operations executive. And both talked about how successful their respective companies performed, “without marketing.”
There’s no such thing. If you’re selling to a customer, by definition, you’re marketing. But maybe you don’t realize it. Let’s take a look at what I mean.