Bucking the Trend

In regards to my earlier post I wanted to share a few things that I have learned since then. Interestingly enough one of the industries that is able to weather the storm of this economy is the grocery industry. I have come across several large grocers in the last week that are in the market to hire over 5,000 new employees in 2009 each. Why do you think that is? CUSTOMER EXPERIENCE. They see the value in creating an experience for their customer and are seeing the results of that. So within all the doom and gloom of this economy it's the grocery stores that are able to stay afloat. What can be learned from this? The customer in today's "experience economy" is what the Brazilian people call a "Mao de Vaca" translated--Cow Hand. We are holding on to our money tighter these days and there is absolutely nothing wrong with that. What is wrong is that people don't spend their money so the economy doesn't get back on its feet very quickly. Again that is the prerogative of the American people. Money, for as long as this earth has existed, has been a touchy subject to us all. Judas, an Apostle of Jesus Christ, betrayed the living Son of God for money. Judas was selfish and allowed money to determine his behaviors. On the totally opposite end of the spectrum, today, we hang on to our money tight and want to be taken care of. It's a natural human tendency to want to be liked and treated well. Think about your best friend. Why are you friends with that person? Because that person, when you met, created a customer experience, and you bought and you have been going back ever since. That is what today's economy needs -- that customer experience that creates a friendship to last a lifetime.