It’s Not About Us, It’s All About Them
Martin Butler invited Brad Davis to join him on stage at the World Retail Congress in Dubai to launch his latest in a trilogy on creating a powerhouse customer experience. Butler takes us on a global tour of business formulas for putting customers at the center of the table.
In the book, Davis observes: ” when we make a purchase decision we pay not only with money, we also pay with time and emotion.” The impact of time and emotion on value creation is a force multiplier in competitive markets. “Great brands are operational.”
If You Get a Moment Would You Please…
Lou Pepper was an American original. A man of great financial savvy and salty irreverence, he is credited with shaping one of the most successful corporate cultures in America. Mr. Pepper’s relationship with Washington Mutual began in 1953, when he worked as a lawyer for the Seattle-based bank. But it wasn’t until almost 30 years later, 1980, that Mr. Pepper was given the task that would change his life and that of Washington Mutual.
Mr. Pepper was assigned to manage Washington Mutual’s shutdown–instead, he turned the company around and launched a period of explosive growth. When he retired as CEO in the 90’s, the bank had become a leading consumer brand.
His book–a collection of observations on creating successful culture and value systems–entered its 2nd printing in 2006. Lou’s ideas on people, business, life — funny, and easy-to-read– is packed with sage advice and philosophy.
Davis helped edit and publish the book which is available on Kindle through Amazon.