Lesson from "Uncommon Practices" book

This is a book that tell a story about many companies that are so good but their practices is also so uncommon. What do we learn?

1.       Their leaders are profoundly customer-centric.

2.       The customer experience, the brand and the strategy are inseparable

3.       Companies must simultaneously excel at customer intimacy, operational excellence and product leadership

4.       The customer experience and the employee experience are inextricably linked

5.       Human resource practices support the customer experience

6.       Deliver a branded customer experience

7.       The branded customer experience should not be compromised in the interest of short-term profit

8.       Companies zealously acquire and use customer knowledge

9.       Customer not always right. Hired good employee, they will take care your customers. It is better to focus on the drivers of profit rather than the profit itself. External and internal communication have the same importancy. Hiring right and training right is important, but hiring right is more important. Advertising and promotions probably not the fastest way to build a brand – word of mouth marketing, high-profile PR and bold and imaginative products / services are. Investing in the “soft stuff” is not wasting of time. You are not necessarily should hire the best MBAs you could find.