When was the last time you checked in with your customers?
Customer concerns and challenges change with time. Sometimes quite dramatically.
Let’s take me as an example.
- When I was 30 in 1994, my main concerns in life, in order of importance were – holidays, nights out, beer, fun, career.
- Now at aged 50 in 2014, they are, again in order of priority – career, protection of family, security of income, house maintenance/bills, weekends.
This is not unusual; I imagine you’re the same.
Let’s now examine some corporate clients.
In 2008, before the credit crunch, my clients concerns were, in priority order:
- Revenue generation
- Profit generation
- Value for all supplies
- Customer journeys
- Governance/risk
Now in 2014 they are –
- Governance/risk
- Brand integrity
- Customer journeys
- Value for all supplies
- Revenue generation
So much has changed in 5 years. Have you changed your value proposition for your customer to meet their new priorities? If you haven’t changed yours lately, I doubt if you’re appealing to their new priorities.
And whatever happened to going out with the boys on a Friday night, getting blind drunk, having fun and enjoying two weeks in Corfu every year?