But I would caution them that unless they find a path to successful change they will eventually lose the most profitable customers they have because they will have no idea who they are or what their preferences are. There is going to have to be much more accountability over performance too, especially from a customer's standpoint too. The internal measures of performance the relatively weak approaches to defining services needs to be strengthened with customer information. Third, it's going to force marketing and sales to have a much greater level of intensity and focus on results than ever before because the systems are going to report results. And all of this will change who Canyon Ranch is for the better.
What advice do you have for Canyon Ranch executives?
Be ready to see your company change and it will be painful to watch and experience at times, but it is the best path to staying in business. You have to be customer-driven if you want to survive...
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