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Are you overlooking valuable opportunities that are right in front of you?
A lot of organizations focus on the obvious aspects of their business relationships – things like contracts, deliverables, pricing, and basic performance metrics.
But they’re missing a deeper level of partnership. Great partnerships contain the potential to transform the customer experience – but only if all partners are alert to and proactive about exploring new ways to create more value.
When you approach business relationships with an eye to creating a deeper partnership, you find opportunities to create value that extends far beyond one-off transactions, develop solutions neither party could create alone, build competitive advantages not easily copied, and generate growth that benefits everyone involved.
The most successful organizations see possibilities where others see only standard business arrangements. Watch the video for some real-life examples.
#VideoPosts #ServiceLeadership #ServiceInnovation
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Below is an Autogenerated Transcript
I met with the CEO the other day. I was working with his leadership team, and they said, you know, the interesting thing is you have a relationship with every airline that you fly a lot, and with the hotel chains and with the car rental companies, but you don’t actually have a relationship that’s being leveraged or developed with the airport. And yet I go through that airport more than I do on any of the aircraft, because I’m changing airlines all the time.
I can tell you my wife would adore it, and I would love it if every single time I flew into Changi Airport, on my way past immigration, there was the bouquet of flowers that the airport had arranged for me to pick up and take home to my wife. Tell me why it isn’t there now. There is a retailer that sells flowers, but they’re not open at the hour that I come back. They don’t know that I’m coming back anyway, but the airline does, which flies through the airport. So there’s some coordination here that’s missing.
And it’s a project almost like a project above a project. Like a mega project way of thinking about how do these come together? Not just focusing on, you know, what’s my immediate? Is this door open? Is everything clean? Do we get customer complaints or compliments? Because I run a flower shop. But how might I reach out as somebody who manages the flower shop, or who manages the airline, or who manages the airport? And think about this in a way where what project can I generate that will actually add more value? They put a four story slide inside the airport. Do you know what the purpose of that is? To tire your kid out. Who would value that? Everybody, right? Yeah. It’s your experience that turns them on. The experience that’s being created is the inspiration. And I’ve been working with these folks also for a very long time.
