“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion”
— Dale Carnegie.
When was the last time, as a business leader, you stepped into your own customers’ shoes? Have you attended a focus group or met personally with an end-user or customer recently? How much time do you spend getting close to your customers, I mean really close? If the only feedback you get on customers is indirect, from third parties, from reports or from statistics, then it’s time to get out of the boardroom and take time to experience your own company or brand, the way that your customers do.
There has been much talk about a lack of overall customer experience improvement or growth, some of which can be attributed to a ‘find and fix’ mentality that delivers process improvement and possibly some short-term ease and convenience benefits for the end customer. Find and Fix strategies have less impact in the long run and won’t drive commitment or build customer relationships…[READ MORE]