THE RKGBLOG

What Do Your Customers Really Value? Really Dislike?

From Artie Isaac of Young Isaac, here are three great questions to ask every customer:

  1. “What, if we stopped doing it, would make you love us more?” This seems odd, but it’s much easier to stop doing something than to start doing something new.
  2. “What, if we stopped doing it, would make you leave us forever?”

    Again, what should we never stop doing, rather than what more should we do for you?

  3. “What would you tell your best friend about us?” This teaches you something about how you are positioned in the world.

Often, we’re too close to our own products and services, and so might not see our strengths and weaknesses from the vantage point that really matters — the perspective of our customers.

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  • Alan Rimm-Kaufman
    Alan Rimm-Kaufman founded the Rimm-Kaufman Group...
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