Your Customer Has a Voice. Are You Listening?

Why hanging out with customers should be on everyone’s job spec

 

When was the last time you visited a customer?  If you’re in sales, it doesn’t count; that goes with the territory. I mean visited them purely to find out what’s on their mind. When running workshops, I often ask this question, and you’d be amazed how few people can honestly say they have looked a customer in the eye in the last 12 months. Taking time to learn about your customers first hand, face to face is a small investment that can yield big benefits.

Let me explain. It doesn’t matter how much you spend on market research—nothing can replace the real experience. It’s like the difference between reading a traveler’s guide to a country and actually visiting that country. I am by no means suggesting that market research doesn’t play a role because it does, but being able to visualize customers when you are making decisions that affect them can be very powerful.

In addition, seeing the environment in which your product or service is being used can identify issues or opportunities that might otherwise be missed. You may see that your customer has “MacGyvered” your product for a different purpose, or that the casing on your product has become so worn, the branding has disappeared. Issues like these may not be picked up in traditional market research.

Including a diverse mix of employees in customer visits is also important. Functional expertise, for example, can lead to different perspectives on the same situation. R&D, finance, HR, and even legal can all bring valuable insights from customer interactions.

Customers are usually more than happy to participate. Who doesn’t like to talk about themselves?  It’s like free therapy.

So what’s stopping you?

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