Organizations that don't evolve toward future customer expectations risk becoming vulnerable. Wayne Gretzky's advice to skate where the puck is going applies to strategy: you need redesigned processes, shifted mindsets, and training so customers feel a personal connection to your brand and become advocates.
But we're, we're, we're leaving ourselves vulnerable by not evolving to where the customer wants us to be. It's that old Wayne Gretzky quote where he says I skate to where the puck is gonna be, right? And that's the thing that I think we're missing. And you know, net promoter score is, is, is a step in that direction. But we should really try to understand it. And from the local level, we should, we should be focused on a customer experience that makes our customers feel like they're a part of something special. They attach it to their identity and it's something they want to tell their friends about, which is a high bar. It, you know, it would require a change in process, a change in mindset, a change in what we invest in training, the, you know, the honesty that we would have to have with each other in order to constantly involve and improve all of that. So.
