Start with, talk to and understand the customer. Work backwards to delight.
Unleash their potential.
When was the last time you spoke to a customer?
- Less than a week ago. 👍
- More than 3 months ago. 👎
It’s easy to hide behind charts and second-hand feedback, but nothing beats direct customer interaction.
Do this:
- 📧 Email a customer: Initiate a conversation.
- 📞 Call a customer: Engage in a real-time dialogue.
- 🍽️ Take a customer out for lunch: Build a personal connection.
Explore their perspective with insightful questions.
- 💼 What specific tasks do you rely on our product/service to accomplish?
- ✅ Can you share what aspects you find most beneficial and why?
- 🔧 What elements of our product/service could be improved, and how?
- 🆕 Are there features or functionalities you feel are missing?
Jeff Bezos consistently espouses the role of customer obsession in Amazon’s success. He’s a testament to the idea that understanding and prioritising customer needs is not just a strategy, but a cornerstone for building a successful, enduring business.