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Want to know the B2B growth lever that most leaders completely overlook? When most people think about “service,” they immediately think: Customer service.
But that is barely scratching the surface. What most business leaders don’t realize is…every interaction in your organization is a chance to serve and create more value — and not just for customers.
Service happens with your suppliers, partners, vendors… and within your own teams. And when you focus on improving service everywhere, you open up enormous possibilities for innovation, growth, and success.
Teams naturally work better together. New opportunities emerge daily. Solutions come from unexpected places. Success builds upon success.
The world’s top organizations understand this. And if you want your organization to be an industry leader, you’ll need to weave this service understanding right into your culture.
Learn more in this clip from Ron Kaufman’s keynote speech at ACGO.
#VideoPosts #ServiceImprovement #ServiceInnovation
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Below is an Autogenerated Transcript
Farmer-first is taking the next action to create more value for the farmers that you care about. And a farmer-first culture exists when everybody makes this happen every day. And when I say everybody, I mean everybody. So let me show you a B2B example. It’s not in your industry, but it’s still B2B at large.
So this is a telco situation. External customer would be a government, a hospital, an airline, a bank. And somewhere inside that telco you’ve got the people who actually face the farmer or in this case their client. Right behind the scenes, you’ve got all that demand management team of different specialties, so you guys can have the precision planting, you could have the actual line of tractors or whatever it is. You can have the emerging data science that’s coming out as a serve. I mean, you got all of that over there. Behind that, you’ve got the specialists. So you got the sensor people and you got the tractor people, and you got the fuel people, and you got the fertilizer people and everything else. Behind that, you’ve got outsourced partners like cloud storage and other capabilities, etc..
Now where is service here? Well, clearly services is with the customer. That’s again, everybody knows that. The problem is in many companies, when they want to improve the customer experience, they start working with, and only this group of people and they say, “You guys got to learn how to serve our customers better so they get a better experience.” Yeah, but wait a minute, isn’t that also internal service? Isn’t this also internal service? Isn’t this also service even if it’s when an outsourced partner? And when a specific situation comes up that needs to be worked on, there’s a ton of service that goes on this way, because what you’re actually providing is usually multivariant and has a whole bunch of different things that have to connect. During a specific situation, you may even get this person needing to talk to the specialist who’s a layer or two behind the scenes.
So then let me ask you who should be learning about service improvement and customer experience improvement? They go, “These guys”. No, I’m saying it should be those guys.
