What is necessary is to listen to your customers: understand their needs, expectations and jobs to be done, and design an experience that meets those needs. The same goes for your employees.
This is why you have to upgrade your user, not your product. Value is less about the stuff and more about the stuff the stuff enables. Don’t build better cameras — build better photographers.
Fabulous Customer Service’ sounds user-centered but it’s often just a company-centered focus masquerading as user-centered. The role of customer service is to support and enable users to not just feel better, but to be better.
You will achieve this if you understand that, Customers long to interact with and even relate to employees who act like there is still a light on inside. Customers who love you won’t be able to stop raving about you. But you have to earn the right to their story first.
The magic formula that successful businesses have discovered is to treat customers like guests and employees like people, so the truth is all businesses need to be young forever. If your customer base ages with you, you’re Woolworth’s.
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