Let’s assume your company’s product or service is world-class.
(NB. our friend Seth Godin thinks there’s no point being in business unless it is, the world is JUST too competitive now). That’s lovely, but there are two other things to consider:
1. the customer experience and…
2. the employee experience.
The idea that 1. what the customers think about dealing with you, and 2. what your typical employee thinks about working for you, both affect the bottom line is a big deal, and only a fool would ignore the two. This is your company not as a maker of things, but as an experience in its own right.
Which is why some believe every business needs its own experience officer. Food for thought.