Remembering the customer

There is something that always remains a common thread. When responsible for multiple products with diverse users, I strongly align with the customer. A loose term, and usually mapped to a direct customer only, which whilst very important, must also be mapped to the customer that takes the brand purchase decision. This is always based upon emotional attachment in some way, and is key.

These decisions are the bread-and-butter of today's perception of the brand, and most importantly to the communicator to aid your brand as well as a future customer. Indeed the principles of NPS extend much wider than they're usually thought to.

In a workshop today this was brought up in an obscured manner. First focused on growing business and improving processes, and then moving to the real basis of all of the discussion of opportunities.

Improving the customer experience. Fundamentally. And ahead of competitors.

This is all too often overlooked in many industries. And for myself it is particularly good to not be following others in these improvements but driving them...