When you talk to your customers,
Do more of your sentences end with periods,
Or question marks❓
Your customers have the answers,
You just have to ask the questions.
Unfortunately, most companies and leaders aren’t asking their customers enough questions.
Why not?
The reasons typically fall into two categories:
Category 1️⃣
Overwhelmed, lack resources and attention
Know they should, but fail to prioritize
Not sure where to start
Reluctant due to previous experiences
Concerned about bothering customers
Category 2️⃣
Product-focused (vs. customer-focused)
Think they already know the answers
Lack interest in what the customer has to say
Don’t understand the value of customer insights
Overcoming Category One issues is achievable with the proper plan and support.
Category Two issues are challenging to overcome, requiring mindset, leadership, and organizational change.
Working with leaders and teams caught in Category One is fun and rewarding.
Talking to those from Category Two can be frustrating. 🤔
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