Today’s newsletter, Easy Money, focuses on the latent profit that can be unleashed in the most obvious place: the interactions between you and your customers. It asks whether you kiss or slap your customers.
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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."
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What a lovely story, Steve. Thank you for sharing it. Kisses are wonderful, creating the perfect environment for repeat business, as the feeling lingers. Slaps linger too. The question would be which would be best for you? Your own business too? “Do unto others as you would have them do unto you” is a simple thing to live by but seemingly so hard to do.