Let’s see where we are with our “formula” for business success:

- Revenue and profit require customer loyalty;

- Customer loyalty requires delivery of a differentiated experience;

- Delivery of a differentiated customer experience requires our people to have the set of behaviors and skills customers want.

If our customers value innovation, we need informed; pro-active; solutions-oriented people communicating with our customers. If they value service, skills around responsiveness; issue resolution; and empathy may be a more important focus. Since we can’t be “all things to all people”, the good news is this: among all the activities and behaviors that make up what we “do” everyday – only a finite set have a measureable impact on the ability to deliver on a customer-centric focus:

The foundation of Hunter is this simple truth:  success in business today is all about the customer relationship.  Our marketplace economic model is maturing.

Think about it, product differentiation has become more and more difficult with the rapid advent of technology; ease of reproduction; and pervasiveness of process improvement techniques.  Marketing awareness and visibility can’t do the trick anymore, with the ubiquitous internet delivering every competitive offering to our customers’ fingertips and moving the control of the message to the customer. 

So, what’s left?  The experience!