This Japanese expression meaning “one life, one encounter” is a favorite. Time flies, but memories can be made to last. Behavioral psychology points to the younger population choosing experiences over things.
How do we keep up in the business world? I’ve learned that treating every initial customer and prospect with omotenashi (selfless hospitality) increases the possibility that they chose to return. At the same time, loyalty is becoming a thing of the past with so many consumers addicted to the pursuit of new experiences. The bar has been raised so high that every interaction requires additional creativity on top of selfless hospitality. Sometimes, this creativity requires provocation.
It boils down to creating memories with every customer interaction. The best marketers are memory makers.
Steve Jobs may not have been the greatest human being, but he left a permanent footprint in the sands of time.