But What's Really Being Said?
It's The Transfer of Meaning That Counts
My wife has an impressive sales technique. It's not the Jedi mind trick, but similar.
The words she used is not what she was saying.
The words she used were, "If you make yourself some eggs will you make me some too?"
What she was saying is "Will you make me some eggs?"
Our Customers Are Communicating with Us
Are we looking beyond the simple words and trying to gain that transfer of meaning? Because, much like my wonderful wife, the words they use may not match exactly what they're saying.
Customers don't complain; They don't bash or trash. They express their experience. It's true we can't please everyone. But if enough people say the same thing, it's worth doing some self-reflection.
"Your site is confusing," = Make it easier for me to do business with you.
"Your product rocks," = I got the value I expected.
"You lied," = You overpromised and underdelivered.
Customer focused companies do more business than those who concentrate on their product.
And, just like any relationship, it is possible to center on both.
What is your market telling you?
P.S. She got her eggs.
High-Performing Marketing Leader | Certified Digital Marketer | Demand Generation Expert | Brand Strategist
5 年Loved that line from your wife! Pretty sure I’ll be trying that one out myself. (Ha). You are absolutely correct that a customer-focused company trumps a product-focused one. When you are focused on and listening to what your customer is saying, getting the product right will fall naturally into place.
Business Owner ?? Fractional Chief Marketing Officer (CMO)?? Increase Sales and Lower Customer Acquisition Costs in 90 Days ?? SEO Expert ?? Performance Marketing
6 年"If you make yourself some eggs will you make me some too?" Good one.