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Experience is proprietary

Why should clients come to you when everyone else is offering the same service benefits?

Over more than a decade, I have often wondered, what is the defining factor that makes people want to partner with you? And the answer I believe, is “experience”, not in the sense of knowledge, but as the quality of the journey that you undertake to achieve your goals.

sir-edmund-hillary-tenzing-norgay

Sherpa or a pilot?

When it comes to implementing your ideas or achieving goals, there are no options, only choices. There are many ways to reach your goal but you have to choose the one that is right for you. If your goal is to reach the top of Mt. Everest, you can climb all the way up or take a helicopter ride to enjoy the view. However, you would still need a Sherpa or a pilot you can trust, who apart from knowing the safest and the shortest route, is also able to understand the language of your need, and fix that oxygen mask or hold that torch and guide you along the way.

Source: The Telegraph

sherpa-scales-everest-with-flag

Bridge the distances

Beyond the language of your need, your guide is also able to provide an emotional connect. You might easily get frustrated, not because you don’t trust your guide’s capability, but because of doubts about communication, culture, and commitment. In your mind, you see how you can do things differently, but the guide tells you, “trust me, I know the terrain and the right resources”. Halfway up the cold mountains, it is better to surrender. Surrendering is the beginning of a partnership in the making. Soon, you realize experience is not so much about physical distances but about bridging the distances in the mind, knowing that “your life’s investment is put to the best use 10,000 miles across the sea”.

pem_dorjee_sherpa

Tread softly for you tread on my dreams

As a client, you know where you want to go, but are wary of how to go about it and whom to trust. Having the best pair of shoes or the best compass money can buy, is not enough. You know that you need an experienced and honest guide who will walk you through the pitfalls and the prizes, even before you reach your destination. Once you find a guide you can trust, and your roadmap is ready, take the plunge and start on your journey!

Source: Wikipedia

fueling-the-experience

Fueling the experience

Every journey has unexpected turns and events! That is what makes the journey exciting. But in business, too many surprises can create chaos by affecting the timeline and the go-to-market strategy. As a client you have already determined to put your best foot forward to make it work, by gathering energy, and without losing focus. And the Sherpa would be able to fulfill the language of your need, provide the emotional connect, and bridge distances while fueling the experience with positive energy and insight, so that you reach your destination safely, within the defined timelines.

moby-games

Speed and shortcuts

Talking about timelines, the world today is all about SPEED. And speed is best achieved through better focus, not through short cuts. I have come across several people advising me that there are enough short cuts to get my work done. But in my 25-year career, what made things possible is setting multiple goals and prioritizing the one that returns optimum value not only for myself but more importantly for my customer. This has helped me achieve things 50% faster. I apply the same in my business and with my team at pepper square. I ask my teams to imagine how it would be if they had two heads and one hand. Life would be so incredibly chaotic.

everest-13

Measure every distance, trust every step, till you find your dream

Journeys become smoother, not when you merely share the vision but when you live it every minute of the day, until the words are no longer yours alone but you can hear the mountains echoing them. When that happens, you have just proven what was once only imaginary. Bottom line is, once you have experienced the view at the top, you only want to scale higher.

61 Responses

  1. Krupa Sunil
    May 18, 2016 at 11:35 am

    Hello Sir,

    Very inspiring thoughts. In your article every word shows your experience.

  2. Bhavya
    May 17, 2015 at 5:14 pm

    Hey Eric!
    Fantastic thoughts! I really got inspired by reading your article, which made me realize the importance of “Experience” in the journey of reaching your goal. 

    1. Eric Papcun
      May 18, 2015 at 1:58 pm

      Many thanks for the continued comments on my blog. It brings me great joy to see all of the views and read the various comments from all of you. As I review the past year, it’s been such an honor to work with such great companies like Airbnb, Fujitsu and Ketchum… exhilarating & exciting indeed. Of all the posted comments I read, I see that in some small way, my blog has ignited a flame of inspiration in many of you. Internal motivation is priceless so keep pressing forward and follow your dreams to scale higher because much like “Experience is Proprietary”, I would also contend that “Inspiration is Individual”.

  3. Pritha Upmanyu
    May 14, 2015 at 7:22 am

    Hello Sir,

    I loved the article the way you explained to how to be different in the market when everybody is offering the same. It is the quality which speaks and for quality work you need to be Experienced, honest, transparent with your client. One should know the right decisions to be taken and should believe in their instincts, whom to trust to be on the right track to achieve ones dreams. Yes shortcuts leads to failure but to speed up with quality one needs to be efficient, focused to get faster qualitative work. To enjoy the journey one needs to live the every moment and the last line is most motivating one “once you have experienced the view at the top, you only want to scale higher.”

    Thank you for the inspiration.
    Regards,
    Pritha Upmanyu.

  4. suhas
    May 13, 2015 at 3:06 pm

    Hi Eric,
    the article is very inspiring and real time (superb photos and links )
    a real thought of having belief and knowledge on both the sides of company and clients.
    the drastic change in industry has not just provided better company but a better future and great hopes.
    time is the main frame which has stoppers and starters picking a good one’s most important.
    this proves that experience

    Suhas S

  5. Damodharan
    April 19, 2015 at 5:41 pm

    Hi Eric,

    Keeps me interesting towards achieving the goal..By Gaining Experience we can get more success..

  6. Saravana
    March 16, 2015 at 5:56 am

    Yes every company should have their own unique USP to get successful and experience it

  7. vanitha
    February 27, 2015 at 6:05 am

    hi,
    nice article to tell the importance of experience.

    1. Eric Papcun
      March 16, 2015 at 6:19 am

      Thank you Vanitha, appreciate you stopping by to review.

  8. vanitha
    February 27, 2015 at 6:04 am

    hello,
    nice article to tell the importance of experience.

  9. Deepti
    February 18, 2015 at 6:10 am

    Top-notch article Eric!

    How strange is it that we all are sub consciously aware of all points mentioned here and would have considered using them at some point in our journeys but never really trusted our instincts. “Success is neither magical nor mysterious. Success is the natural consequence of consistently applying the basic fundamentals”

    Companies invest in complex strategies with astounding amount of energy and money to woo the end users but most forget to Stick to basics and trust their instincts. Right attitude follows.

    Like you rightly mention, too many surprises can create chaos and affect timeline, what I have learnt from my mistakes and my experience is that, honesty and transparency with clients helps with emotional connect which in turn fuels the experience. All this together builds better retention and loyalty.

    Just like the Sherpa will notify the roughness of the terrain and the pitfalls on the way(through experience) to reduce anxiety and enturst the client in all ways to reach the top safely to conquer their dreams.

    1. Eric Papcun
      March 16, 2015 at 6:09 am

      Hello Sanjay,

      It’s interesting my blog has led you to post about price. Sometimes a low price actually sets the expectation for low quality, even though the product/outcome is actually good. The company that only competes on price will almost always suffer from negative customer satisfaction. It is difficult to expect employees to be willing to care about their customers’ experience if the employer has no care for the employees’ satisfaction. I love the saying: “Customers don’t care how much you know, until they know how much you care”. If you truly care about your client’s experience, then you must have a relationship with them to understand their needs and culture. Rethink, learn, deliver. Results will follow.

    2. Eric Papcun
      March 16, 2015 at 6:17 am

      Hi Deepti,

      Wonderful post and thank you for your comments!

      The emotional connect is the “holy grail” today and what all companies are trying to capture with UX/UI.

      Following your heart (your gut/instincts) is something almost all successful entrepreneurs do well.

      While logic and data can be critical in making quality decisions, rarely do ones’ instincts lead them astray.

      Fundamentals and basics done well repeatedly typically never fail to satisfy and in the case of the sherpa, never lead to ones’ death.

      Really appreciate your thoughts. Thank you!

  10. Sanjay Gowda
    January 31, 2015 at 6:15 am

    Wow… The thoughts above really made me think. Me who always spend time coding hardly thought of this, Frankly saying whenever I thought considered client – company relationship was like – if we bid the low amount and provide good service was enough…. now have to rethink..

  11. Pavan
    January 29, 2015 at 6:56 pm

    Good judgment comes from bad experience. Unfortunately, most of that comes from bad judgment.

    1. Eric Papcuun
      March 16, 2015 at 6:01 am

      Pavan,

      Thank you for the wise comment and I totally agree. I love it and hope you don’t mind if I use it at some point. Excellent thought!

  12. chandrashekhar K
    January 26, 2015 at 11:08 am

    Hi Eric sir,

    Nice real time examples which inspire us for achievements with respect to time by taking guidance, support, team collaboration.

    thank you…

    1. Eric Papcun
      March 16, 2015 at 5:59 am

      Hello Chandrashekhar,

      Thank you for your comments, I appreciate you taking the time to post and provide your input.

  13. Nambirajan
    January 11, 2015 at 3:58 pm

    In the climb to Mount Neverest, you need a Sherpa rather than a pilot.

    Like an African proverb says ‘When you want to travel fast, travel alone. When you travel far, travel with a group’

    1. Eric Papcun
      January 16, 2015 at 8:03 pm

      Hello Nambirajan,

      I would add one key word to the last sentence of the proverb. It would be: “experienced”. “When you travel far, travel with an experienced group”, especially if you are climbing Mt. Everest or building a new website that reflects the heart and soul of your business. The wrong group on everest….you might die. The wrong Digital Agency doing your site….your business might die.

  14. Tharick Ahamed
    January 7, 2015 at 7:17 am

    Hey Eric, indeed nice post!

    Experience is the best weapon to get a success.!

    1. January 16, 2015 at 7:58 pm

      Hi Tharick,

      I appreciate the fact you reviewed my post and glad you liked it.

      Utilize your experience to create wonderful customer experiences!

  15. vaishali khariwal
    January 4, 2015 at 6:22 am

    Hi Eric,
    well written article. According to me “experience is the teacher of all things”. experience comes from hard-work, not from shortcuts. In life their are lots of ways of doing things, but which is best suited you matters. and the best comes to you is from hard-work. there are many firms/ organisation, but we being user go to the one who has good experience in the field. and ultimately people come to you just because of experience they got from you, its very important to understand language of their need, and to understand you customer experience is must.

    1. January 16, 2015 at 7:55 pm

      Thank you for your post Vaishali. I am happy you enjoyed it. We definitely believe in and utilize our years of experience to ensure that our customer’s experience is above and beyond their expectations. Since experience is proprietary to each customer, we must positivly impact their participation with us by demonstrating our speed, agility and quality.

  16. Muralimanohar G
    November 15, 2014 at 1:22 pm

    Achieving Goal in a life is a dead easy part if we are having the shortcuts. shortcuts are mandatory. it will increase our speed dramatically.it will become a practice if we try to create a shortcut according to our situations.

    We must also be aware that any shortcuts must not mislead us to reach our goal.

    Pray God for Best Shortcuts.. ;)

    Thanks for the Guidance,
    Muralimanohar.G

    1. Eric Papcun
      December 10, 2014 at 12:41 am

      Hello Muralimanohar and thank you for your comment.

      I would encourage you to take a look at my post when I respond to FAD on October 23, 2014 at 5:28 am and where I actually address shortcuts.

      I contend that by identifying efficiencies through creativity and relying on your past experiences, you will increase your speed. Taking shortcuts may help you get there faster, but typically shortcuts reduce the quality, especially the quality of the experience.

      We may be saying the same thing, but defining the words differently. Shortcuts are not necessarily efficient in creating and delivering proprietary experiences.

      Wish you all the best on your journey to achieve your goals!

  17. Deepa
    September 24, 2014 at 4:48 pm

    My mom used to tell “I know what works better because I have the experience in life” & I realized that it is true. New thoughts & ideas are always welcome but you need to implement it RIGHTLY. And at times our experience gives us the insight to see those minute details that could really make things work very well. So its all about the right blend.

    1. October 13, 2014 at 5:23 am

      I like how you are referring to a sense of balance in your comments Deepa. Experience is so important, but new and creative ideas are what is driving the future. The right mix of personal attention and communication along with automation and technology can produce scale. Too many companies have introduced an abundance of technology with good intentions, but they forgot about human emotions. They forget Experience is Proprietary. Customer experience must feel good and not just be fast and/or cool. Always remember, “people don’t care how much you know until they know how much you care”. This is where a mother’s experience is so beautiful. They have an abundance of expertise gained from years of experience and they care immensely because of their love. The essential mix and balance if there ever was one. We must take care of our customers with this same attitude.

  18. Vineet G Nair
    September 18, 2014 at 3:07 am

    Hey Eric!

    A very nice post. But something that you have mentioned that stands apart is “speed is best achieved through better focus, not through shortcuts”. Very true and I agree. In todays world were people always look for shortcuts in their paths you have insisted on choosing the correct path with right focus, which is really appreaciated. For a true experience is never born out of shortcuts but from every single moment we face the challenges in the real path and fight it to the very best till the end. And only through a true experience, you can deliver the best, be the best guide.

    As you said to reach the the top of Everest in a helicopter is a good option but, one does not earn anything. It is not the real conquer, but to climb all the way up from the very foots of it is the real challengeand real victory.

    With Best Regards
    Vineet G Nair

    1. Eric Papcun
      October 13, 2014 at 5:13 am

      Love your comment Vineet. The end of your post where you say: “to climb all the way up from the very foots of it is the real challenge and real victory” sticks out to me. It hits my senses. By doing this route with no shortcuts and no cheating gives one the satisfaction of their own proprietary experience…only they know what the emotion and feeling of delivering a result that took a lot of hard work and effort feels like to them in that very moment. In business, it is how one is able to get referrals and repeat business. Try not only to deliver impeccable work and results, but in addition, make the experience a fantastic one for your customer and they are happy to tell others.

      1. October 22, 2014 at 8:18 pm

        Hey Eric,

        There is a concern i have. Can’t we achieve our goals using shortcuts? I think, it is O.K to use shortcuts when we have enough experience & confident.

        For ex. There is 2 way to delete files in my system. First way is, select the file-> right click-> click delete->Click YES->goto recycle bin->right click->select empty.

        The other way is: select file->press shift+delete->confirm.

        Hope you got my point. Please advise.

        Thanks,
        FAD.,

  19. Ananthakumar R
    September 16, 2014 at 3:08 pm

    ‘Experience is the best teacher’ the proverb becomes true in the above historical events. Knowledge, skill and art can be taught by anyone. But experience can only be learn when the individual came across through. Trial and error method makes a new invention to success. Similarly, experience also gives a keyhole for success.

    1. Eric Papcun
      October 13, 2014 at 5:05 am

      Hi Ananthakumar and thank you for your post. You are wise in your recognition of the proverb of “Experience is the best teacher”. Having experience and learning from it are crucial to becoming wise. “Experiencing the experience” and the emotions and feelings we have during and after the moments are what most of us tend to remember and that is why it is proprietary.

  20. Avinash
    September 11, 2014 at 12:28 pm

    Experience is a slow evolving process from our daily routines, which will help us to judge things and take necessary action. So experience plays a vital role in decision making, planning and execution

    1. Eric Papcun
      October 13, 2014 at 4:57 am

      Avinash,

      While it is true, experience as you describe it can be a slow evolving process generated from daily routines, it can also be sudden and instant one such as slipping and falling down the mountain during your climb. For one person, it may be exhilarating and described as a death defining rush. For another, it is a near death moment that frightened them so badly they may never climb again. So in this case, the fall would play a vital role in decision making, planning and execution for the next climb as you point out in your comment. When I say Experience is Proprietary, I want to stress it revolves around how YOU feel. The emotion of the interaction and the internal feeling of satisfaction or disappointment you may have received. Did you walk away with a feeling of being exhilarated and happy or were you frustrated, drained (potentially scared in the case of the fall) and/or unhappy? When providing an end to end experience for others, it is key we focus on the experience we create for them and do everything we can to ensure positive outcomes.

  21. August 12, 2014 at 4:14 pm

    An interesting read. It is insightful from two perspectives.
    1. It gives inputs on how to stand out from the crowd.
    2. It explains in detail that it is a relationship and not a transaction.
    Being an ardent fan of seth godin and believer of putting in my heart and soul into whatever I do, I can co- relate to most of the things mentioned. I believe it takes a deep “sense of service” and integrity to come up with this culture and make the concept dealt in the article a core competency.
    I am sure you will agree that to be a good sherpa , to successfully implement such a consultative approach to a services business , you will need to spend time on
    1. Understanding what the climber (client) wants.
    2. Understanding why he or she wants to do it.
    3. Shaking their conviction a bit.
    4. Checking if they have thought through the process and got the resources planned.
    5. Sharing your understanding.
    6. Pointing out the options available.
    7. Talking about the numbers, last.
    I understand this is risky thing to do when you are running against a crowd (especially if your ideas can be ported to your competitor by the client). But the beauty is
    1. you are providing value at every step of the decision making process,
    2. You are proving that you are an old hand at this game,
    3. You are making sure that you are 80% sure of what you are getting into.
    4. You are sending the message that you are in for the long haul.
    5. You can also make sure that if he /she is the climber you want to climb with.
    I understand this takes lots of understanding and empathy from pepper square to do what you do. End of the day it is not about the money or the bragging rights. It is how you helped people achieve their dream. It is about what you did to solve a problem. I am sure you will agree a sherpa and climber approach will bring in lots of reference value.

  22. Akash K
    July 29, 2014 at 5:12 pm

    Mr.Eric this blog is a real eye opener to all aspiring entrepreneur’s who have doubts in their mind whether to start a company which provides same services as the others. I completely agree with all the information that you have provided and feel like i can add a bit of my thoughts to it as well. The other factor that i feel will help you attract clients is not to fear from expressing your own ideas to help improve the clients project after all clients are the one’s who makes your brand/company recognizable in the market. And the other thing that helps the growth of a company is the willingness to take a risk. By risks i don’t mean putting the company at stake but to analyse things which can be done differently or trying things which no one has though of before. For instance before there was whatsapp there was Facebook which helped us to socialize. Had Jan Koum and Brian Acton not taken the risk to start Whatsapp even when people had nothing to crib about facebook probably they would have never been successful like they are today. Experience is proprietary no doubts but when it is combined with a bit of risk or doing things creatively is what makes you stand out in front of your competitors. Do correct me if i am wrong.

    1. August 7, 2014 at 11:41 pm

      Hi Akash! I sure appreciate your comments with regard to risks that are inherent to any new client pursuit. After all, we might not win the deal right? In fact, losing the deal is in itself a real risk. Also, it is a fact that almost any new business has some element of providing a service that is already out there in one way or another. The value add and the experience you create for the client is what truly set you apart. For example, we risk losing deals regularly when facing our larger competitors, yet our commitment to a unique and proprietary experience for our customers can be the edge that we leverage that leads to us winning the deal and ultimately…client loyalty. We should not fear expressing our ideas to help our customers, even if it means telling them things they may not want to hear. For example, we have had to suggest alternative approaches that have shocked and amazed our customers. Typically, these ideas were extremely creative and fell that “outside the traditional box” and/or the clients’ comfort zone. Obviously, this approach is a bit more risky, but as long as we proved there could be added value generated from our ideas, it was worth the risk. At the end of the day, customers respect candid honesty, especially when supported by data and facts and more often than not, creative thinking can be backed up with proven results. Wish you all the best in your endeavors Akash! Always chase your dreams, chase them wisely but chase them nonetheless!

  23. Abhilash S Nair
    July 28, 2014 at 1:10 am

    Answering the question what would set a company apart from its competitors offering similar value propositions…

    Malcolm Gladwell put it beautifully in The Tipping Point…what he called The Stickiness Factor. What is it that makes a brand STICK in the minds of people? With the consumer spoilt for choice today, I think the stickiness factors of a business are the key differentiators.These should be consciously designed.

    Another very important differentiator would be the human touch. It seems sweet talkers are being mass produced these days!! Try this…go to ANY Dominos outlet.. Or order home… Grumble a bit at the counter/delivery boy. The first thing they do is smile. When irate I really do not appreciate being smiled at by the entity who’s angered me in the first place!!

    I’m sure someone set out to teach the lesson “Empathise with the customer”. Empathy is not a skill!! It’s a way of being genuinely concerned about a fellow human being. The thank yous, I understand…buts, how can I help you…all need to be genuine. They arent skills. They are an attitude. A way of life.

    Of course its true not just in the B2C scenario but B2B as well.

    Another important factor is the client facing employee. What an onus on that marketing executive, that delivery boy, that site engineer!!

    Experience IS proprietary. Better realise it and design it with as much attention to the stickiness factors and being human as possible. After all its one of the most important and few things a company has complete control over.

  24. June 27, 2014 at 10:22 am

    Well written article Eric!
    I agree to the points mentioned above. As, the most important factor is – good experience that you provide to your customer/audience/user that make them see ‘you’ as their one and only choice in the market full of competitors.
    If we talk about customer experience, for decades it didn’t matter as it matters today. As, in that era consumers had less options and service providers had less competitors. But today – in this user centric era, good experience fuels their willingness to recommend, reluctance to switch to other service providers, to become brand loyal and to continue the journey with you.
    At the end of the day, what one remembers is the experience they got in return and how it gave them a better today and tomorrow.

  25. Jais Jose
    May 29, 2014 at 6:01 pm

    Its our experiences in life that makes us what we are.Good or bad,not a single experience goes without teaching us something new.When it comes to client satisfaction or a perfect delivery.It’s not always the technical expertise that plays the pivotal role,but the decisions that we make at critical times,driven by the experience that one has.Experience is the courage and confidence that helps you take a longer leap or a deeper dive.A very well written article Eric!Hats off!!

    1. Eric Papcun
      June 5, 2014 at 12:19 pm

      Thank you for your post Jais. I sure appreciate your thoughts and your compliments and I am so happy you enjoyed your reading experience with my blog post. I absolutely concur with your comments

  26. Eric Papcun
    May 9, 2014 at 2:17 am

    Experience is what it is ….some of my favorite experiences are when I did get what I wanted though, especially in achieving mutual goals with valued clients. I concur with your statement: “experience is often the most valuable thing we have to offer”. I would also argue whether the experience is good or bad, there is ALWAYS something proprietary to be learned.

  27. Subhrajyoti Basu
    May 8, 2014 at 4:18 pm

    Well experience is what we get when we didn’t get what we wanted. And i think experience is often the most valuable thing we have to offer.

  28. Eric Papcun
    May 8, 2014 at 2:34 am

    Ranjith,

    Thank you for taking the time to read and comment. I like how you point out the fact that we actually have accountability for the experience that is created when interacting with others when you say: “Importance of experience YOU create while achieving mutual goals”. Couldn’t agree more with you here when you point out that we must “own it”…you are spot on. Customers expect us to guide them towards successful outcomes, after all, they are paying us for our experience and our expertise. However, sometimes along the way we must have difficult conversations with them in order to achieve our mutual goals. The customer may not always be right, but regardless, they have the right to their proprietary experience and if we have truly done our jobs correctly, it will end up being a positive one.

  29. Ranjith
    April 15, 2014 at 1:04 pm

    Captivating read on importance of experience you create while achieving mutual goals.

    Experience is built on knowledge, expertise, intension, passion and vision. If any of these are missing from either of the parties, the experience created will not be a pleasing one.

  30. Rangaraj
    April 4, 2014 at 7:09 am

    An inexperienced person also can do the things an experienced person do. but You know the value of experience when you face the problems. the solution will be quick from an experienced person.

    Thanks Eric for an enjoyable article. the simile, you used is fantastic.

    1. Eric Papcun
      April 4, 2014 at 4:48 pm

      Well said Rangaraj and thank you for your post! While the outcome (solution) may or may not be quicker, the wisdom that comes from experience most always will result in the best solution. Our culmination of experiences ultimately makes us wiser and wisdom is highly sought after both personally and professionally!

  31. Pankaj
    March 25, 2014 at 2:48 pm

    Experience is not something to be denied, but to be celebrated. Again it is a game of your perception to categorized into GOOD or BAD. I am very well connected with this because, I am at early stage of my career and this experience is going to be the key factor of my future. The way this story was craft, is the best example of deep and clear thoughts and implementation of experience in LIFE as well as in BUSINESS.

    1. Eric Papcun
      March 29, 2014 at 9:59 pm

      Experiences can never be denied because they are what they are. The culmination of experiences and what you learn from them will ultimately determine your future. In life and in business, those choices ultimately determine our level of well being and overall happiness. I am confident that you will chose well and be happy Pankaj.

  32. Pavan Kumar
    March 21, 2014 at 11:27 am

    Reading this blog post actually reminded me the Symbiosis lesson i learnt during my school days in Biology.

    Trust is the single most important factor in helping the symbiotic relation thrive.

    1. March 29, 2014 at 4:05 am

      Thank you for your comment Ashish. Indeed, individual events may be impactful, but it is the combination or what I would call the “recipe” of the sum of the parts which will always magnify the experience.

    2. Eric Papcun
      March 29, 2014 at 4:27 am

      Rarely do customers and suppliers get to a point in which they become mutually dependent or form true symbiotic relationships. In my opinion, I would refer to most successful partnerships as mutualistic relationships, as typically contracts will obligate them to certain conditions. Regardless of any contractual relationship, without trust built upon personal relationships, the contract is just a piece of paper that can be terminated with conditions. A true symbiotic relationship with customers (as you point out) is built on a foundation of trust and experiences and is much more solid due to the mutual benefits produced.

  33. Ashish Didwania
    March 21, 2014 at 6:57 am

    Fascinating read !! Simple points but a drilled down thought. Experience is truly a culmination of many factors which are subtle and not observed at the tip.

  34. Mohan
    March 20, 2014 at 7:59 am

    Well written article Eric. Experience matters the most.

    1. Eric Papcun
      March 29, 2014 at 4:33 am

      Thank you Mohan! My recent visit to our offices confirms your post. Without physically being present to experience our team’s energy, passion and commitment to excellent or reviewing and watching first hand the quality of work being completed, I could not have possibly fully appreciated the pepper square culture in action. My trip and the experience of being together as a team mattered most to me as the key take away from my trip.

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