What Customers Want
There's an old saying that if Henry Ford had asked his
customers what they wanted, they would have told him that they wanted faster
horses and more comfortable buggies.
The truth in this tale is this:
Asking customers what they want doesn't always reveal what they really want.
While many companies say that the
customer comes first and claim to listen to their customers, they seldom
explore and understand customers’ experiences and needs in the detail required
to reveal valuable strategic insights.
The questioning and listening skills
required to draw insightful information out of customers are not naturally
present in most people, and it requires some time, effort and practice to
develop them.
Ineffective questioning and
listening skills and the failure to devote enough time and effort to the
exercise are the main reasons companies’ have an inadequate understanding of
customers’ experiences.
What would
you do differently?
I hope you found this information on Customer
Wants helpful. Let me know how you apply this knowledge in your life and in
your business.
Just one more thing before you go … I’d
like to ask you to do one important thing for me – spread the word about
this article.
That is all -
David
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