How often do you ask your customers how they feel about your product or service?
We can often get so caught up with focusing on the sales and marketing, what we deliver, how we do it and what it costs – that we forget to check in with the people we serve and ask them how they feel about us and our brand.
Richard Branson is often seen walking up and down the aisle of a Virgin flight, asking customers about their experience of his airline.
Howard Schultz flies across the USA, visiting different branches of Starbucks, finding out how customers feel about his brand.
Getting the sale is one thing, but it is positive customer experiences that drive repeat business, customer loyalty and profits.
Being customer-centric is about truly putting your customer first and at the core of your business.
How can you check in and make sure you are genuinely helping your customers live out a better story?