What if you were your client's servant?
What requests/wishes would you receive? How could you read your customer's wishes from their eyes before they articulate them?
21.07.2023
MORGEN Impuls
Jede Woche eine Frage rund um die Themen Geschäftsmodell , Nachhaltigkeit , Pricing , Wert oder Kundenfokus.
Explanation
This impulse challenges us to think about our relationship with our customers and to redefine our role. It is about moving from a pure provider role to a servant role. This requires a high degree of empathy and anticipation in order to meet customers' wishes and needs before they are expressed. This way of thinking can not only improve customer satisfaction, but also create new business models and competitive advantages.
Let's take Spotify as an example. The music streaming service has used algorithms and artificial intelligence to deliver music recommendations that not only meet users' tastes, but often anticipate them. Personalized playlists such as "Discover Weekly" or "Daily Mix" are the result of this strategy. They virtually read users' musical wishes from their eyes before they have formulated them themselves.
Follow-up questions
- What opportunities do you see in your company to better serve your customers?
- How could you improve your products or services to better meet your customers' needs?
- What technologies could help you anticipate your customers' needs?
- What new business models could emerge if you better understand your customers' needs?
- How could you use your customers' feedback more effectively to anticipate their needs?
- What steps could you take to promote a stronger customer focus in your company?
