How Working Collectively Can Create a Better Customer Experience
Today’s Guest Post is by Duct Tape Marketing Consultant, Jamie Patterson-Kaulmann – Enjoy!
The concept of the Marketing Hourglass is ubiquitous in the marketing world. An improvement on the traditional marketing funnel, it expands the traditional funnel by adding a back half to the equation and putting the focus of marketing on the total customer experience. In the same way that John has introduced the Marketing Hourglass as a systematic way to improve your customers’ experiences, he has also advocated for focus on strategic partnerships as a way to add additional value to your customer.
Today I’d like to talk to you about the power of collectives and how not only projectizing your organization around collective knowledge and your strategic partnerships, but how actually forming strategic networks can add exponential value for everyone involved. There are several ways you can leverage the power of your network to provide increased value to your customers by working with partners to increase their knowledge, provide them additional services and create projects around their needs.
Leverage collective knowledge
One place to start is by looking within your network or extended network for anyone who could augment your expertise. Look for people with whom your combined expertise could add value across functions and disciplines in areas where you might not personally be an expert. An example of this would be a former executive at a company I once worked. Bob Stangarone recently formed an agency Stangarone and Associates, a powerhouse of Aviation Industry experts who collectively provide value across all disciplines and knowledge areas of the industry.
The Duct Tape Marketing Consultant Network is another prime example of a network of independent companies working together to provide collective value to the market. We frequently work together and share experience to provide added value to our customers. The beauty of this type of network is that any customer who engages with one network consultant gains access to the collective knowledge of 80+ other marketing consultants in the network.
Form a collective network
Work on becoming a super connector. By looking at your network differently and placing a priority on finding opportunities to bring people together who can add value to each other and who might not have had the opportunity to work together otherwise, you become even more valuable to your entire network. This is especially true when the parties you bring together might have seen each other as competition previously, and you help them see how they can actually add more value to the market together than was possible independently. If you need some inspiration, look to the following examples as guides.
Collective entrepreneurship is epitomized in female entrepreneur Lisa Chuma, who created the Women’s Expo shortly after immigrating to Switzerland. Her Expo allows women business owners to present their products and services to the Swiss population, but her guidance and leadership has created an environment where many of the women now work together to provide enhanced packages and services. This not only has the added value of providing better products and services to the market, it has increased the respective customer bases of everyone in this network.
Unity Mark, a fellow Duct Tape Marketing Consultant, is another example. Their UnityMark project is a social directory platform that allows non-profits and cause-based projects to develop powerful online profiles so that the real story behind their cause can be heard, found and shared. It is a place where businesses, consumers, and causes can connect, communicate and support each other.
And lastly, www.addictlab.com is a platform in existence for almost two decades which encourages sponsors, members, and clients to come together from anywhere in the world to collaborate on innovation co-creation projects. They have recently launched www.yourownlab.com, a platform where you can create your own innovation lab for creative collaboration.
When looking to build a collective network, think of yourselves as a neural network. In a neural network, not all neurons are firing all the time; they only fire when they are needed for delivery of the task at hand. By forming such a multi-disciplinary, comprehensive network and bringing together your respective communities into a larger community, you provide more people with the power to collaborate, increase ideas and provide a value far greater than what would have been achieved independently.
Jamie Patterson-Kaulmann is the founder of Alight Business Solutions GbmH, dedicated to helping mission-driven small businesses implement systematic, workable agile and marketing solutions. Jamie is a Certified Duct Tape Marketing Consultant and a PMI certified PMP. A displaced Kansan, she currently resides in Switzerland with her husband and daughter. For more articles like this, visit the Alight Business Solutions blog or connect via LinkedIn.