Long-time entrepreneur, author Chuck Wall is using his experience to guide companies and non-profits in their quest to please current customers — and gain new ones. His forthcoming book, Stop, Look and Listen: Driving Growth and Innovation By Understanding Your Customers, offers a deeper look at meeting the needs of customers. The book is set for release next year, but we had a chance to discuss Chuck’s valued tips for businesses in the video below. Watch:
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“As we begin to peel them back, they often make us cry,” he told genConnect. “And we get a little deeper and a little deeper.”
Although each customer is unique, Chuck says most have the same needs in common. They need to know the value and performance they are getting from the product or service. Each company should strive to follow the same principles, Chucks says.
“Stop looking at things from your own point of view, start looking at things from the customers point of view, and then deeply listen to both what they’re saying and also what they’re not saying, because often times what people tell us is not what they really mean.”
While Chuck agrees that data is valuable, most companies are drowning in it and don’t understand what to do with it, thus losing the human perspective and the underlying need of customers.
The fundamental questions for businesses: What do people need? How can you help them meet those needs?
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