Well, are you really listening and responding to your customers’ voice? Think about it.
After all, it is one narrative to tell people you listen to your customers’ voice. However, realistically, you just wait for an opportunity to interject your own agenda into the conversation.
Alternately, it is a completely different narrative when you listen, as well as respond, to your customers’ voice. Because the story you discover is the key not only to your professional success. But also, you discover the key to client success, as well.
Are you ready to become more cross-functional, innovative and collaborative as you target better serving clients in 2021? Then start listening and responding more impactfully to your clients’ voices.
When you are listening and responding to your customers’ voice, you have different conversations together. You design different outcomes together. And you co-create different business- and use-cases together.
Often, the best responses to your customers’ voice do not happen immediately. Rather, responding to your customers’ voice results from clarifying, innovating, designing and implementing actions based on customer-driven insights. That technique incorporates voice of the customer design methodology into business- and use- cases, which I incorporate into my One Millimeter Mindset breakout and workshop programs.
- Otherwise, when you overly-focus on fulfilling your own KPIs and making your own numbers, you do not fully engage in listening to your customers’ voice. Instead, you go through the motions of appearing interested when you really have other things preoccupying your thoughts.
- As a result, the solutions you offer customers are boilerplate and routine, rather than customized and innovative. Or what you sell, or design, today is inadequate to get clients to where they really need to go tomorrow and moving forward. In addition, the people you hire to sell, design and serve clients are never developed to impact client success.
- Thus, when you focus on placing tactical, short-term solutions with clients, the user experience and longevity of what you sell, or design, today is inadequate to sustain your clients’ businesses tomorrow and moving forward. Not a great client retention strategy, in my playbook.
However, when you devote yourself to listening and responding to your customers’ voice, you hire or sell or design for “what is new and next” narratives.
Because you truly take the time to listen to the history and context of your clients’ business scenarios. And you learn how to translate what you hear into design specifications best able to serve client needs: today, tomorrow and moving forward. Consequently, you become co-invested in your clients’ long-term outcomes.
As a result, you choose clients who bring out the best in you, and vice versa. When clients are co-invested in what you bring to their business tables, time after time, you retain them over the long-haul. Because you continuously collaborate. You get each other to where you really need to go, together, one millimeter at a time.
Why do the same things, hoping for different results? Instead, take your next steps towards trust-based, purpose-driven professional innovation, cross-functional leadership and client retention.
Planning your next team, corporate or association meeting? Searching for a one-on-one catalyst to get you unstuck? Engage me to present a One Millimeter Mindset™ program! Delivered virtually or in-person. Contact me here.
Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. She serves organizations and associations wrestling with the impact of the 4th industrial technology revolution on 3rd industrial revolution business and hiring models. Her One Millimeter Mindset™ programs translate across communication disconnects between people and professional disciplines. Lead teams and clients co-invested in the strategic business and human capital value you bring to the table together, one millimeter at a time. Her playbook of cross-functional collaboration, Do YOU Mean Business? is available on Amazon.com. Contact Babette here.
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