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Market research, business intelligence, and customer feedback, all provide important insights when you’re growing a business. But there’s one key area where many organizations don’t go deep enough: Understanding what your customers value.
Here’s what I mean – Service is taking action to create value for someone else. But how do you know what action to take and what your customers value? Who gets to decide how good or bad the service you provide is? Your customer!
And If you don’t truly understand what your customers value, all your other efforts are for naught. So be sure to dig deep into the customer feedback you receive, solicit ideas and insights from frontline employees, and focus on taking action to improve the elements of the service experience that truly matter to your customers.
Not only will this bring you happier customers and more repeat business, but staying continually tuned into what your customers value most enables your organization to rise to the top of your industry… and stay there!
Watch the video to find out more…
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Below is an Autogenerated Transcript
How good or bad is the service that you provide? Who has the answer to that question? Exactly. Not you. If service is taking action to create value for someone else, then it’s what someone else says or thinks or experiences about your service that determines whether it was valuable from the action that you took. Now, the problem with that, whether it’s feedback or feedforward, is that other people use a whole variety of languages. So, they say, “I’m satisfied”, “I’m not satisfied.” “I like it”, “I don’t like it”. “It’s pretty good”, “It’s not so good”. “It’s incredible”, “It’s terrible”, “It’s awful”, “It’s wonderful”. And sometimes it can be very confusing. I live in Singapore. Do you know in Singapore, if somebody likes something, what they say is “Not bad”. If they don’t like it, you know what they say? “Pretty good”. Now, if you got that as verbatim feedback, you would think that pretty good was pretty good and not bad was, “Well, they were just being polite.” So, we need another better way to understand how other people experience the value that we create, what their experience was.
