The customer is the so important to any business. In “real-world” work, people need to understand that “customers may not always know what they want, but they are never wrong.” It is important to know your customer, and in order to do so, you need to understand their desires. What is stopping them from these desires? And how can they achieve them? Customer satisfaction is a huge element in businesses, and it is so important to make sure your customer is satisfied. I thought it was very interesting to read about the CEO of Costco who would routinely visit more than 150 stores per year and talk to employees and customers. He said he would do this because “Seeing is believing,” and that is an example of where it is important to really know your customer and also your employees, even if they are the lowest employees for your company.
Think about how frustrated you have gotten with customer service at certain companies and how pleased you have been with customer service at certain companies. The companies with great customer service are the ones you want to use and go back to. I personally think Apple always has great customer service. They are always reliable and are very helpful. They also have many great resources for their customers, something that stands out amongst other companies.
Sources: Mckee, Robert. "Storytelling That Moves People." Different Voice, pp. 51-55. & Schroeder, Bernhard. "Leaders: Build Customer Truth Into Your Company DNA." Leader to Leader, pp. 19-24.