"One of the most difficult barriers to customer obsession is the belief that you already understand your customer."
- Jeremy Gutsche from the book "Exploiting Chaos"
It's interesting to sit in meetings week after week and never hear the word "customer" or "consumer" in the same breath as "needs." Clearly we get this false sense of security that our customers are exactly as they were five years ago. We know them by their defined points in the customer box; point A, B, C and D make up the perfect square. No need to study it, it's all in it's tidy square place
Why did we stop talking about what they need and instead focus all too much on what's wrong with them? Huh? But...
Perhaps we should we put a mirror up in all the conference rooms~
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