I have lived through an era when the product was king, and don't get me wrong the product is still the lifeblood of the business. But now we are in an evolving era when it is the relationship with the customer that is now the imperative. The product may be fantastic, the investment in the brand may be good but all that can be undermined by the interaction with the customer. A direct relationship is powerful but with that power brings a danger...undermine, undervalue the customer and you will suffer no matter how good your product is...
This era succesful businesses invest and respect the power of the relationship in terms of
Their relationship with their employees to deliver the brand essence
Their relationship with the customers to drive growth and profitablity
Their relationship with the consumers to drive innovation
Their relationship with the suppliers to drive innovation and speed of delivery.
and ultimately with a leader...
The relationship with themselves....in terms of honesty and confidence to build on strengths and foster talent.
