If you spend a single day walking in the shoes of your customer, it will change the way you respond to their needs, and how you run your business. Typically, we sit in meetings, solve the problems of the world by nodding in agreement with the powerful few, and we decide what our customers need. Marginal disconnect.
The problem is that we never take the time to ask our customers what drives their needs, their dreams, and their aspirations. The key is to ask the right questions, from the right people, and listen attentively, with an eye towards building a customer centric company.
It is particularly difficult to keep a finger on the pulse of your customers from the security of the corner office of a high rise. Time to pound the pavement and interact with the very customers that pay to keep the lights on.
About Hemant Rustogi