Be An Intrepid Marketer – Recommendation No. 11
You shouldn’t make a business decision – any business decision – without understanding how it impacts the overall customer experience. It must be “customer 24/7.”
Some of the day-to-day decisions you make may not seem to have an immediate impact on the customer experience – but they do. You need to start viewing each decision from the perspective of your customer.
Seth Godin said it best – our marketing is successful only if it changes customer behavior.
But how do you know? You need to measure and quantify. You need to ask your customers. Often. And company employees should regularly experience your company’s processes to see for themselves. Other than asking your actual customers, how else will you know if they measure up?
Do you worship at the church of the customer? 24/7?