For the past 8 years I have talked mainly about marketing ideas. However, in 2015, I found myself talking more and more about organizational development, client service and other managerial topics. At heart, I will always be a marketer, but I am seeing a much bigger picture and the need to get there faster. It is imperative that companies be able to continue to learn and stay ahead of the curve. There will always be work to do if I want to see the company grow and prosper into the future.
In addition, I am seeing clients wanting simple answers to their questions, not more content about information they already know. Because of this, I see a huge need for process improvement and better service to clients. This also incorporates service to clients. Today, it is imperative to not only listen to clients but study their behavior. Looking where people go on your website is a great way to see what information is most valuable to clients. Training client service personnel to answer client questions in a timely manner is also huge.
I selected the title, “Lead Manage Execute” for this website because we are entering into a time when strong leadership, management and execution are needed. In order to effectively achieve goals and growth, you need all three. In my opinion, if you only have two out of the three, you will not be working to your potential.
I will continue to maintain the MarketingDirectorBlog.com site and often refer to ideas presented on that site. I learned too much in the last five years and I want to be aware of where I have come from.
This week I am focused on client activity. It is critical to look at trends in my industry and specifically client behavior as it relates to our company. I will be looking at this activity from a marketing perspective and much more from an internal service perspective. I believe this is an area that is often overlooked. It is too easy to get caught up in the day to day activities and not see the big picture.