What do I mean when I say she “got it right?”  Simple, she focused on the CUSTOMER.  I have attended hundreds of speeches by leaders from all over the world, in business, sports, politics, not-for profit – you name it and I have probably attended a speech on it.  My goal is to always take away at least one thing that I personally believe to be accurate and to use that to better myself, my relationships or my business endeavors.

Carly was more than generous last Thursday morning, she shared many things that I could take away and share with others.  But there were several things she talked about that I felt compelled to share with our readers that I thought were “spot on” with what I believe.  You can disagree if you like and if you do, please comment on the blog.

First, she talked about the fact that the “individual is now becoming ‘in charge’ during this century.”  Couldn’t agree more – we see this every day in our interactions with companies and their customers.  Second, she said “Individuals demand a level of transparency and if you don’t embrace this you will lose.”  Again, right on target Carly.  Customers in particular (and employees as well) are tired of surprises and as such want transparency in the people and organizations they deal with.  The Internet has changed the game and where information is available at your fingertips, why try to hide something – it just makes people skeptical and not trust you or your organization.  So “get transparent” and you will open the doors to many happy relationships and create Loyalty among those.

Third, she said, “The Customer is ALWAYS in charge.”  We have been focused on the customer in great detail for the past 15 years and believe me, that couldn’t be truer.  If you aren’t focusing on the one constituent that writes you checks then who are you focusing on.  Fourth, she talked a great deal about change and how hard it is for people and organizations to change – believe me, we see it every day as well. But she did make a great comment about change and the level of the individual in the organization.  She said, “Only leaders can drive positive change.  Managers accept the world as is and manage in that world whereas leaders change the world around them and show people how to adopt a different direction. A leaders job is to unlock people’s potential.”  Great insights and again, spot on Carly. 

Whether you like Carly or disagree with everything about her, she has great insights and wisdom from being in the board room at at the helm of one of the biggest organizations in the world.  She certainly inspired me and showed me some simpler ways of thinking about issues and people – which I look for every day.  I just wanted to thank her for “staying in the game” and sharing her insights and for Seattle Pacific University for taking the chance on a certainly controversial speaker – both should be commended. 

Blaine Millet

Customer Experiences Inc.

Customer Experiences Inc. is currently examining several business partner relationships that will enable us to leverage and rapidly deploy our simple, powerful approach we call our Promises Architecture (tm). I will be attending the event to see what the group can offer in terms of creative ideas for our business to create alliances that truly benefit our valued clients, while meeting the objectives we have for the business.

Here’s the scoop, grabbed from Amy Hedin’s blog (thanks Amy!):

Statistics show that 70% of alliances fail.

Alliance, channel partner, joint marketing agreements and other forms of business partnerships are not new. However, few companies can successfully create long lasting and financially lucrative programs. We’d like to change that.

Business partnerships fail because the wrong people were assigned the task of implementing them, the metrics were vague, and the agreements were not mutually equitable – as in, they read like a vendor contract called an alliance.

Megatrend for Megabucks: Business Alliances That Grow Revenues is a ½ seminar that created by Amy Hedin, president People Performance Solutions, Lori Richardson, president ScoreMoreSales (also active with the MIT Enterprise Forum NW), and Jeanette Nyden Seattle business attorney and president of J. Nyden & Co.

Topics covered: ways to create long lasting and financially lucrative business partnerships.

• Pick the right people to create and manage alliances,

• Develop innovative sales channels through business partnerships, and

• Negotiate, draft and implement agreements that last. Date/Location:

Where: Columbia Tower Club, Seattle Washington When: November 7, 2007 from 7:30 am to 11:30 am. Agenda: Registration begins at 7:30AM and breakfast will be served at 8:00AM. The gourmet breakfast will be an “All American Breakfast Buffett” At 8:30 the speakers will start and will be finished at 11:15. There will be 2 breaks between speakers. We will conclude the event at 11:30 after the drawing for the iPod and other prizes

As I see it, clearly Alliances are built on the basis of Trust, which is a pre-requisite for building Relationships and Loyalty. One of the fastest and best ways to achieving Trust in any Relationship is to Make and Keep Promises that matter. 

Register on-line at www.megatrends4megabucks.com

Thanks to Lorry Ruml, my Vistage Chair and trusted advisor, for recommending the seminar. If you would like to learn more about Vistage International, a think-tank of non-competing peers and outside board of advisors for CEOs and executives, please contact Lorry at lorryruml :: at :: earthlink :: dot :: net.

Related Posts:  CEI and Moss Adams Team Up

Greg Lins
Customer Experiences Inc.

About Moss Adams (excerpt from their website):

Moss Adams LLP is the 11th largest accounting and consulting firm in the United States, and the largest headquartered in the West. Founded in 1913 and headquartered in Seattle, Washington, Moss Adams has 19 offices in Washington, Oregon, California, Arizona, and New Mexico. Our staff of over 1,600 includes more than 250 partners.

Customer Experiences Inc. provides the expertise needed to integrate Customer Experience information into the planning process. Specifically, we engage to help Moss Adams clients to develop a strategic focus by examining Customer Experiences within the context of Strategic Promises.

Cathy Gibson, based in the Seattle headquarters office, is the Partner in charge of this relationship.  Incredibly engaging and insightful, here is a little more information about Cathy from the Moss Adams website:

Cathy Gibson is a frequent guest speaker at a wide range of industry forums and at The Executive Committee sessions in the U.S. and Canada. She has worked with more than a thousand business owners and bankers worldwide. She was the business manager and a successful climber on the “ASPIRE” Mount Everest Expedition in October 1990. She has climbed major peaks on five continents.

The synergy of the team provides clients with some excellent benefits:  leading edge thinking from CEI, combined with the solid strategic planning framework and a wealth of other resources that Moss Adams brings.

Please contact me for more information.

Greg Lins
Customer Experiences Inc.