Get in Your Customer’s Shoes
The best solutions are often the most simple. But what usually happens? Rather than looking right in front of them, businesses brainstorm and strategize themselves to death. With new products, new ideas, new services, etc., when all they really need to do is listen to customer feedback.
Comcast is a company, for example, that is constantly ranked among the worst in customer service ranking reports. Numerous are the stories of Comcast setting appointments and having service workers show up hours late, or not at all. Instead of solving that one pervasive issue, they rebranded after a merger with NBC and started bundling services. In short, it solved a problem that no one ever thought existed, yet customer service issues remain.
Yet, Comcast is not alone. What’s the lesson? As in most things, the problem is simple – but that doesn’t mean the solution will be easy. Ask yourself this question – If you were in the shoes of your customer, what would you want? More times than not, you already know the answer.