Get to know your customers
Getting the basics right has never been more important and more difficult. Start from the beginning:
- Pay attention. Find out what’s most important to customers… “why” they do what they do.
- Ask the right questions. Sounds simple. Wasn’t that long ago we were recording customer needs. Today, we’re discovering (or re-discovering) them.
- Nail the customer experience. Customers magnetize to consistency and stability. Ensure you’re adjusting to their new normal, not yours.