Last week I was in a golf tournament for my college fraternity Beta Theta Pi and had the pleasure of being grouped with several current students. After a few stories of debauchery and crazy antics from over twenty years ago we got on to the subject of careers. One of the students mentioned that he was majoring in Information Systems which also was my undergraduate degree. The discussion triggered a flashback of the amazing amount of discovery that seemed to be bombarding me at that time in my life. Looking back over my “career path” I now realize how I have continually struggled to maintain that extraordinary sense of discovery I felt then.
Almost nine years ago I had reentered the retail business after a fourteen year hiatus. The company I joined was just beginning a zealous journey to focus on the customer. The entire organization was determined to be more “customer centric” in every decision they made. They had gone so far as to identify six demographic target profiles that they were going to cater to. The goal was to get intimately familiar with each of these customer segments so that we could offer them the “best” and most appropriate goods and services. Some of those goods and services were already available but we were not aware of which customers needed them or why. In other circumstances we needed to be more innovative and seek out or create new products or service offerings. As we sought to delight the customer, we assumed that they would reciprocate by buying more or at least more profitable goods and services.
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