Maoz: Time for a “reckoning”

May 5, 2009 by Yuval Brisker

In his blog entry from yesterday Michael Maoz from Gartner says that this is a time for a reckoning  that these times will definitely separate the ‘men’ from the ‘boys’ in all things that related to focusing on, and commitment to, the customer.

I agree. The knee jerk reaction to these times is surely cut cut cut… save save save.

Rushing to the corner, looking to hide.

But that is fear dictating the present, fear dictating the future. But is it really the best way to guarantee a brighter future?

Yesterday I spent the day with two large customers of mine. Both with billions dollars of revenue, both definitely seeing the effects of the recession on their businesses. Both bravely forging on.

They came together for a fascinating day of sharing. They spent a day exchanging ideas on how to ensure their businesses emerge triumphant.

Yes. Cutting inefficiencies is no doubt a good thing at any time. But going beyond this essential focus on efficiency is what marks a great organization from those that are merely wannabes. And they were definitely focused on that.
So what were they talking about more than anything? How to delight the customer. How to make sure that the customers will always feel like they are getting more not less. That they will never have a reason to consider a competitor’s offer and head for the door. My customers got together physically, even though they are separated by thousands of miles and an ocean to think together what they need to do so that the majority of their good customers will stay their good customers for many years to come. They were looking beyond today’s woes to the fruits of their investment in superior customer care when others are just looking just to cut. What they actually said at this meeting is related specifically to their specific businesses. But what they did yesterday should inspire us all.