I wanted to share withyou some insights that I've shared a few times recently when presenting thatsparked discussion, nodding, quiet knowing smiles amongst its recipients.
Below statements areactual feedback and perspective we’ve collated from REAL LIFE CUSTOMERS whendealing with companies that are so paralysed by their own complexities thatthey can’t look out and see the perspective of the CUSTOMER….yet! (btw: This isrepairable and can be corrected with the right focus!)
Have you ever had oneof your valued clients share the following with you?
1. “You guys are so caught up in your owninternal world, you’ve seemed to forget about us, your customer!” (feels:ouch!)
2. “There are people coming at me from everyangle!Its all very uncoordinated, I was hoping for just one or a smallerfocused team that really could advise and help us? It’s all very confusing, Iactually don’t know who to talk to through all the noise” (feels: you canrescue this team! Start with a Customer Centric account plan across allstakeholders asap!)
3. “You lot are looking for a quick sale,to suit your end of financial year or quarter! I see this as very transactionalas you haven’t really taken the time to get to know us. This clearly is not astrategic partnership for you or us!” (feels: double ouch, unless they were outshopping for a quick EFY sale. It’ll take a lot to turn this into a long andsustained relationship)
4. “We are becoming increasingly frustratedwith this relationship!” and of course they won’t tell you they aredisengaging; you’ll just experience silence. Then hear about how they’ve signeda new deal with your competition. (feels: like a knife through the heart)
Good news, these areall repairable with laser focus, a cleverly mapped out customer journey and CXenabled account plan, even #4!
Question: So what'syour #1 strategy to hopefully NEVER hear the above from your customers??
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