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  • Writer's pictureTom Herman

Sure, You LOVE Your Customers, But...

Few leaders know their customers well.

While they profess their “love” for their customers,

And insist that they put them first,

They are often unable to provide any real insight into who they are,

What makes them tick,

Or why they choose their company over the competition.

And instead of guiding the company with actual customer intelligence,

They base most of their decisions and strategies on:

➡️ What they think they know (guessing)

➡️ What others are telling them (their guesses)

➡️ What their peers or competitors are doing (copying)

➡️ What they’ve always done (old habits)

This customer disconnect creates stress within the organization.

It often shows up like this:

Guesswork and assumptions result in frequent internal disagreements over strategy and tactics.


Customer-blind strategies and tactics lead to mixed (or poor) performance.


An atmosphere of frustration and finger-pointing becomes the norm.

Break this stress loop by gaining customer clarity.

Study your customers.

Talk to them, listen to them, and learn from them.

Observe their actions and recognize patterns.

Develop a deep understanding of your ideal customers,

Including their wants, needs, motivations,

And clear insights into why they choose to buy from you.

Then share this customer knowledge across your company, top to bottom.

And allow your customer to serve as a guide for decisions, strategies, messaging, and more.

Increase team unity, productivity, and performance.

And de-stress your organization.

Questions? Reach out to me if you need some help.


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