One business model is devised around the goal of delivering and being done; to serve and be onto the next, to mitigate the time and cost to deliver so one can keep checking more boxes.
Another business model is devised around the goal of customer loyalty; to engage with and continue the conversation with the customer, to listen and add unique value to the transaction so they come back again – and maybe, maybe, bring a few friends.
Both models can work, but it’s one or the other. Businesses break when they try to blend them.
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Garth Beyer is a Certified Cicerone®, Senior Content Specialist at Encompass Technologies, owner of Garth's Brew Bar and a Madison-based freelance writer.
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