Enabling clarity so that people serving brands can maximize their influence in the marketplace
A few key factors influence consumer decisions prominently: convenience, brand reputation, price, referrals, and increasingly, customer experience. This quintet forms what I like to call the “sacred list” of customer priorities. Ignoring any of these can be detrimental to any business not protected by monopoly or oligopoly conditions.
Empathy is the cornerstone of a successful customer experience strategy. It underpins every decision made in the customer journey, from addressing pain points to implementing solutions that ease customer frustration. Without empathy, even the best-laid plans can fall apart when challenges arise.
Recently, the CEO of Nigerian Airline Air Peace Allen Onyema expressed concerns over international competitors lowering their prices to frustrate them out of business. This scenario prompts the question: Is price the only way to compete? Instead, focusing on what customers truly value—be it more generous luggage allowances, empathetic customer service, local delicacies, or unique concierge services—can differentiate an airline in a crowded market.
The confluence of self-leadership, nurturing support systems, and adeptly handling detractors equips us with a robust framework for personal and professional development. These are not mere strategies but foundational pillars that sustain us through the transitions of life and propel us towards our envisioned growth.
Support systems serve as the bedrock for realising our dreams, providing invaluable assistance and guidance at every stage of our journey. Let us dissect the three key types of support systems.
Let us start with the forming System. These are the individuals who recognise our potential even before we do. They spot our talents and abilities, often offering opportunities that propel us towards our goals.
In our prior discussion concerning self-leadership, we delved into the essential pillars assisting individuals through arduous periods. Our attention now turns to detractors, those who may impede our path to success. This exploration will reveal the identity of detractors, methodologies for engagement, and strategies to adeptly navigate around them.
How does one identify detractors? Manifesting in various guises, each presents unique challenges and requires specific strategies for navigation. Discerning their motivations and behaviours is crucial for mitigating their impact.