Now is the perfect time to start speaking to your customers and refine what and how you are offering your products or services. With people’s routines in upheaval and new needs evolving everyday its more important than ever to find out what your customers are thinking, feeling and doing.
The needs of society are being transformed right before our eyes. The elderly and disabled are being given their own shopping hours, baking has seemed to make an all-time come back with flour being raided from shelves and of course the major need that kicked everything off and signalled the beginning of the apocalypse, the need for toilet paper.
If your chasing sustainability and growth for your business in this rapidly changing environment, then focusing on the needs of your customers is the most certain way to get there.
Add 60% on to your bottom line. Is that a better figure to what you’re pulling in now? Or perhaps the future is so uncertain you’re not sure what the rest of the financial year has is store. Research by Deloitte and Touche, states customer centric companies are 60% more profitable compared to companies without such a focus.
With a customer focus you’ll be in good company. This little gem is from Jeff Bezos, Amazon founder.
“The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.”
It’s hard to argue that there isn’t value in being customer focused. Especially when you are quoting a guy that makes variably $11.5 million per hour. That’s right per hour, it’s not a typo.
Business Insider Australia states “Amazon has 14 leadership principles that guide its employees’ business decisions, but founder Jeff Bezos said just one is the “secret sauce” to the trillion-dollar company’s success. Focusing on what customers want or need has driven many of Amazon’s most profitable business moves.“
“The No. 1 thing that has made us successful by far is obsessive compulsive focus on the customer as opposed to obsession over the competitor,”Bezos said in a talk at the Economic Club of Washington on September 13.
Using your data to analyse customer needs?
The problem with using data to analyse customer demand is the lag. By the time you’ve got the data to make a decision the needs may have changed . That’s how quickly things are moving. It’s also tricky to predict where customer behaviour will go.
If you have an in depth understanding to what is in the heart and minds of your customers, then you will beat any algorithm.
How to get started.
It’s simple. For an organisation to become customer centric we need to connect to the customer. The simplest way to do this is by talking to them.
I embark on customer empathy interviews regularly and I have a 100% hit rate on uncovering invaluable insights about customers and their needs. It helps organisations validate their ideas or their gut feel for the right solution and it erodes the uncertainty in making tough business decisions.
Once you have the key insights it’s about refining how you can better improve your service, your customers experience or you may uncover a huge slap in the face opportunity that helps you design a whole new service. Put simply, it helps you meet the needs of customers. The “secret sauce” as Bezos terms it, to success.
Get customer centric in 4 days
Here’s how I can help.
Day 1-2 – I Start interviewing your customers
Day 3 – Write up a complete customer insights report to help you understand your customers and their motivations
Day 4 – We hold an on online workshop with your team to get creative and find new solutions and new ways of doing things
It’s time to get human. Organisations need to understand their customers and jump in their shoes. If you’d like to chat more about how to design solutions for your customers send me a message. I’m here to help.