For the past few weeks I’ve been managing the marketing and community engagement business unit @ Logan City Council. Although its been a while since I led a creative team of talented people the lessons of a diverse business career are always and ever present with you – specifically insights of, customers, people, leadership and business. Show them you care, Show them that they matter, Show them with love in your heart and Show them where they fit in (or don’t)!
Actually I’m blessed to have met or worked alongside some of the worlds best.
Back in the early 80’s I pitched an idea to the legendary Bob Ansett This was around the time when his mighty Budget Rent A Car was on the drive to knock off Avis from its No1 top dog status. (They did!) Anyway back then I remember thinking wow, this guy is amazing but more importantly I remember his message:
“You can’t possibly know or understand how customers think or feel – unless you deal with them face to face”
Like most entrepreneurs Bob’s leadership style meant he didn’t just talk about it, sadly like so many of todays managers do – he actually demonstrated what he meant by leading from the front line – and mandated all Budget senior execs must regularly serve on the front counter to experience first hand what face to face really means!
My next big lesson was about Customer Relationship Management… in the late 90’s at the offices of legendary USA authors Peppers & Rogers Group. (Dr Martha Rogers and Don Peppers – coined the phrase 1:1 Marketing). It was around the time that a few of us OZe’s imagined a different world emerging through the customers eyes. I had just seen Martha captivate an audience at a digital printing expo in New York and I was hooked!
“Treat customers as a marketing opportunity of ONE – and you might just create a relationship covering a lifetime of value!”
“The Web changes everything: customers now rule – you don’t!”
But perhaps the most important lesson I’ve learnt and continue to learn is from the man who coined the ultimate customer relationship phrase Lovemarks – Kevin Roberts is someone whom I admire, and regularly follow across a variety of issues including Leadership and what it means to do the right thing – the very inspirational Saatchi & Saatchi leader – Kevin’s a Kiwi and NZ is a country which spawns a host of clever people who regularly punch above their weight
So do yourself a favour. Sit back and watch this.