Marketing General Manager Customer Centric Selling

Work-life balance as a Marketing General Manager is a term used for the idea that an individual needs time for both work and other aspects of life (personal interests, family and leisure activities).

Our schedules are getting busier than ever before, which often causes our work or our personal lives to suffer. The compounding stress of Marketing General Manager from never-ending workday is damaging. It can hurt relationships, health and overall happiness.

Shifting to a Customer-Centric Marketing Strategy

The best work-life balance is different for each of us because we all have different lives and different priorities. Work-life balance doesn’t mean an equal balance. There is no perfect balance you should be striving for. At the core of work-life balance is meaningful daily Achievement and Enjoyment.

Consumer Behavior In Economics

When employees feel a greater sense of control and ownership over their own lives, they tend to have better relationship with management and tend to feel more motivated and less stressed out at work, which in turn increases company productivity and reduces conflicts.

Companies that encourage work-life balance have become very attractive to workers. These companies also tend to enjoy higher employee retention rates and more loyalty. Promoting balance is beneficial to both employees and companies.

What Does it Mean to be Customer-centric?

To have the customer's best interests as the focus of your attention - not to be pre-occupied in your own interests at the customer's expense.

To do this, you need to:

(1) Really know the customer in order to anticipate their best interests.

(2) Differentiate between primary and secondary motives.

Customer-Centric Primary Motives:

Making it easier and nicer for the customer to get and use solutions.

Self-Centric Secondary Motives:

Building revenue and profit through new product development, word-of-mouth, etc.

There's a myth that talking often to your customers (sales, service, surveys, etc.) means you're customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors.

Gap in Desired Versus Actual Customer-Centricity

Half of companies say they're extremely customer-centric, but when customers of those companies were asked, only a tenth of them said those companies were extremely customer-centric. Why is there such a huge gap? When you think about who makes business processes and policies within a company, it's usually the workforce that doesn't interact directly with customers. Three-fourths of companies say that customer experience is not well defined and communicated within their company. Half of companies say they have fair or little knowledge of customer demographics, behaviors, psychographics, and transactional histories. Less than a tenth of companies say they have excellent knowledge of customers. Three-fourths of companies say their employees aren't well versed in how to delight customers.

Ways to Really Know the Customer

This represents an opportunity for those who work directly with customers to share valuable stories and facts with the rest of the company, to help the entire workforce live up to their brand promises. We usually think of marketing, sales, and customer service as outward-facing, with only outbound deliverables.

Yet, if a company is customer-centric, then concentric circles around the customer mean that marketing, service and sales are the natural conduit for helping the rest of the company - engineering, finance, human resources, production, operations, technology, safety, accounting, etc. - understand their impact on customer experience and customer profitability. Three-fourths of marketing groups say they don't influence the customer service function ... so you can imagine how much influence marketing has on the rest of the company!

Customer-facing professionals can sensitize the whole company toward the customer's plight and priorities:

(1) Make sure customer stories reflect the customer experience spectrum.

(2) Use creative ways to share customer stories:

- Intranet
- Internal newsletters
- Bulletin boards & posters
- Lobbies, break rooms, war rooms, conference rooms, cafeteria
- Staff meetings

(3) Involve organization in learning and adapting their mindsets - this is the organization-wide journey guiding everyone on managing their personal impact on customer experience, called internal branding

Return on Investment

Your company makes huge efforts and investments in communicating your value proposition, which is the brand promise that shapes customer expectations. A corresponding investment - at least in energy and scrutiny - makes sense for ensuring the brand promise is indeed delivered. Customer satisfaction occurs when the customer's experience meets or exceeds their expectations. Trust - being true to the brand promise - is biggest the biggest factor in building a customer-centric culture that maximizes customer profitability.

Note: statistics from CMO Council Customer Affinity study and Peppers & Rogers Customer Retention presentation.

There are many ways employers can promote work-life balance in office, some of which are: company outings, offering remote working and flexible hours, providing good health coverage, encouraging employee education.

4 Customer Centric Culture Building Blocks

Team Building Discussion Questions

Empowering employees like Marketing General Manager to take control over their work and home lives can have a profound impact on their job satisfaction and performance, enabling companies to achieve success. Achieving work-life balance is a daily challenge. It can be tough to make time for family, friends, community participation, spirituality, personal growth, self-care, and other personal activities, in addition to the demands of the workplace.

How should the practice of business continuity evolve to manage the threats and opportunities faced by organizations today and in the future?

Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business operations and safeguarding people. The CulturalManagement provides experts to partner with your organization and develop a comprehensive emergency preparedness and disaster management program.

Motivation is the characteristic that is required in order to achieve anything in life; without it you will give up at the first sign of adversity. It means to inspire, instigate and encourage a person to do their best. Motivation will compel a person to think "If I can't, then I must" and will cause them to do whatever it takes to become successful. If you inspire motivation it can change your life. You will be inspired to get what you want regardless of what people tell you that you can not do. I have personally seen people apply the motivation factors in life to get from poverty to a life filled with abundance.

Do you think you possess the quality? Only you can answer this question. Take a honest look at yourself; do you find yourself pursuing your goals everyday? Are you doing something to work towards them regardless of what is going on in your life? If you are then you; then my friend you do possess this characteristic and you will reach all your goals. I wake up at 5:00 in the morning to get started on my goals. I am passionate about reaching all my goals. Do you find yourself doing this or are you making excuses of why you can not work on a goal?

It will give you the passion to begin exploring what it is you really want to do in life, and give you the courage to follow your dreams. If you do not like where you currently are and are living life everyday unhappy and frustrated; it probably is because you do not possess any motivation for what you are currently doing. It is up to you to find out what you would really like to be doing with your life. What kind of lifestyle do you want? What kind of career do you want? Do you actually know what it is that would make you happy and excited about getting up out of bed in the morning?

This is a strong quality for anyone to possess; and you can only possess it when you set a burning desire to be do have something in life. No one can give it to you. It can change a persons life in many ways. It can change the way you think, and when you become involved with personal development and become a much more positive individual motivation will get you out of your negative environment.

It is the fuel that inspires us to reach our goals and achieve what we truly desire. It also allows us to keep getting up and moving forward when we get knocked down. Getting motivated and staying motivated gives us the energy we require to reach our goals in the shortest amount of time possible. It is required to meet our goals and do anything purposeful in life. Without it you will not want to get out of bed, clean the house, walk the dogs or do anything at all. Being successful in life and motivation go hand in hand. When you learn how to achieve motivation for something you truly desire; nothing can stop you from having it. So think about it; what truly motivates you then take action towards it and watch it become your reality.

When a Marketing General Manager spends the majority of its days on work-related activities and feel as if they are neglecting other important components of their lives, stress and unhappiness result. Thus, you must learn to draw a clear line between your personal and work time and set clear expectations with your colleagues.