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Always Offer Your Best

Have you ever noticed that a business you are dealing with suddenly offers a better deal to NEW customers than what you already have?

How does that make you feel?

Big data has produced so much specific stratification in our customer worlds that it is now possible to only give our best to those customers who are most profitable. It is possible to overlook those customers who have been loyal (and have gotten us to where we are) in favor of recruiting new customers. It is possible to treat different classes of customers differently.

Does that feel intuitively right to you? What if you're a member of a class that's treated with lower quality than another? Chances are, that IS happening to you in one transaction or another.

Do we really want to keep building a society where those who pay more are treated better? What about offering everyone our constant best?

That doesn't mean that we stop using data to identify our best opportunities or serve our best customers exquisitely well. But it does mean that we should give our best always - not reserve it for the highest paying people.

What do you think?

-- Doug Smith

Front Range Leadership: Training Supervisors for Success

doug smith training: how to achieve your project goals

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