Here’s a link to the newsletter I sent out today, focusing on the disproportionate focus companies have on acquiring new customers, at the expense of developing relationships with existing customers.
Please have a look, and share your comments!
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- Tom Peters
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Encounters:
The Building Blocks
of We Relationships
In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.
Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."
For more information, see our About page.
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In these parts of the world, there is a popular saying that goes: “The flower in your own front yard never smells as nice”
The apple orchard is familiar territory, and therefore, taken for granted. Often, the same happens to our most cherished relationships - wife, children, relatives, friends, and yes, customers.
Jay, from Bangalore
Interestingly, does an intimate relationship lead to:
We = freedom to take each other for granted!
Jay, from Bangalore
Thanks Jay -
I always love waking up and seeing your comments from Bangalore waiting for me!
I think in a true We relationship, we take each other less for granted, because we take a vested interest in each others’ success, in addition to the fact that we are more interdependent in a We relationship. (I get into this in Chapter 4 in We)
Thanks again.
Steve