The Future of Business Isn’t Business

I’m firmly of the opinion that just as other activities are becoming more like business, I think business is becoming more like other activities.

For example, what if you ran your business like Disneyland? The book, “If Disney Ran Your Hospital” looks at this question…I haven’t read the book, but it sounds fascinating. This tidbit particularly intrigued me:

“Disney doesn’t measure customer satisfaction in a traditional way. The only number that matters to them is the number of people who rate them five on a five-point scale without any pressure being put on them. That is the only number that truly captures loyalty; those people are Disney promoters. On patient satisfaction surveys, hospitals have traditionally averaged promoters with other satisfied people, which diluted their score.”

This gets to what Kathy Sierra is always talking about–the key to success is to create a group of insanely loyal users.

Or how about this story about an entrepreneur who closed his retail store to sell solely via the Internet? The interesting thing is why he did it: He’s not making more money, but he has more time to do the things that he really enjoys.

Or how about this list of activities that a group of UK specialists used to boost the happiness of a particular town? Why not use them on your employees? Or your customers?

* Plant something and nurture it
* Count your blessings – at least five – at the end of each day
* Take time to talk – have an hour-long conversation with a loved one each week
* Phone a friend whom you have not spoken to for a while and arrange to meet up
* Give yourself a treat every day and take the time to really enjoy it
* Have a good laugh at least once a day
* Get physical – exercise for half an hour three times a week
* Smile at and/or say hello to a stranger at least once each day
* Cut your TV viewing by half
* Spread some kindness – do a good turn for someone every day