A customer is the person you are here to be of service to. In the case of LOUEHNIDE, it is the woman wearing the bag. Getting to know her and how we could build greater connection, was the key to creating focus and enabling resiliency in recent times. Listen to the fill interview
KEY TAKE AWAYS
- Gaining customer focus created a pinpoint that everyone could focus on. Without it, we were appealing to everyone and no one at the same time.
- Get honest with who the customers are that you NEED more of rather than the ones you WANT more of. One is about growth; the other is about personal preference.
- Focus and clarity enable staff to become more productive as they knew exactly who we are marketing to.
- It was challenging to get four directors with different views into alignment. Still, through the facilitation process with Partners in Digital, those different views became a source of strength as we gained clarity.
- Partners you work with need to be enablers as they teach you and ensure you have the skills to do it on your own.
- Marrying internal customer data with external customer data increased productivity.
Lou’s recommended steps to take;
- Know who your customers are (internal + external customer data)
- Listen to them as they are right even if it hurts
- Build a community, so they become like family
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