I wanted to share with you some insights that I've shared a few times recently when presenting that sparked discussion, nodding, quiet knowing smiles amongst its recipients.
Below statements are actual feedback and perspective we’ve collated from REAL LIFE CUSTOMERS when dealing with companies that are so paralysed by their own complexities that they can’t look out and see the perspective of the CUSTOMER….yet! (btw: This is repairable and can be corrected with the right focus!)
Have you ever had one of your valued clients share the following with you?
1. “You guys are so caught up in your own internal world, you’ve seemed to forget about us, your customer!” (feels: ouch!)
2. “There are people coming at me from every angle! Its all very uncoordinated, I was hoping for just one or a smaller focused team that really could advise and help us? It’s all very confusing, I actually don’t know who to talk to through all the noise” (feels: you can rescue this team! Start with a Customer Centric account plan across all stakeholders asap!)
3. “You lot are looking for a quick sale, to suit your end of financial year or quarter! I see this as very transaction alas you haven’t really taken the time to get to know us. This clearly is not a strategic 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 and sustained relationship)
4. “We are becoming increasingly frustrated with this relationship!” and of course they won’t tell you they are disengaging; you’ll just experience silence. Then hear about how they’ve signed a new deal with your competition. (feels: like a knife through the heart)
Good news, these are all repairable with laser focus, a cleverly mapped out customer journey and CX enabled account plan, even #4!
Question: So what's your #1 strategy to hopefully NEVER hear the above from your customers??
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