Anchor an image of an empty room in your mind.
It is filled with nothing but white chairs.
White… Empty… Chairs.
This is what it looks like when you speak in a voice that your customer cannot hear.
And, if they can’t hear you, they WILL leave the room.
I mean, you can’t blame them can you. It is in fact an empty room after all.
But if you’re patient… and if you can get just one of them to listen to you…
even for a moment… you have the ingredients for something great.
You have the ingredients for something that can scale.
So, Focus on the One that Matters
The journey to understanding your customer involves an ability to put yourself aside and LISTEN FIRST…
And hear THEIR story.
Now, don’t be fooled here. This is not necessarily an easy thing.
In everyday life you already know that you have to build trust before anyone will share their story with you.
Your customer is exactly the same.
They are after all, people too.
We forget that, in our drive to “tell our own story”.
But, Their Story Must Come First!
Jeff Bezos of Amazon knew this to be true…
“Listen to the customer and invent for the customer.”
Amazon as a company has grown in the direction that its customers pointed them to with the effective leadership of Jeff Bezos. Listening lay at the heart of this strategy and Amazon is now the most valuable company in the world.
SO, HOW DO YOU LISTEN?
It is a combination of hearing and seeing everything your wonderful customer says, shows, shares, acts on, doesn’t act on and more. But you have to be quiet enough to hear it.
And you won’t hear it if you’re too busy with your own story.
You won’t hear it if you become part of the “noise” you’re trying to rise above.
And, this is where your ability to be patient pays enormous dividend.
As you listen you will discover the things in their lives that challenge them, that make them proud, that make them worry, that make them happy.
You will discover the things that can make a difference to them.
You will discover how YOU can make a difference to them.
And as you listen for these gentle nuggets that are drip fed over the course of your journey together, you will realise that they now become interested in hearing YOUR story.
They want to hear how you CAN in fact be that difference for them.
This is How you Build a Relationship with Your Customer.
This is how they KNOW that They are the One That Matters.
This is how they’ll hear you.
This is how they’ll hear YOUR story.
One Customer at a time… until that one… doubles… then quadruples… and this sparks a chain reaction that ultimately becomes that tipping point you were looking for.
Scale doesn’t happen without insight.
It doesn’t happen without understanding…
and that first real attempt to listen.
To the One That Matters.
So, I repeat for you my Call to Action for your business today…
FOCUS ON THE ONE THAT MATTERS OR SPEAK TO AN EMPTY ROOM
I would love to hear your thoughts on this perspective around building customers and relationships with them. What has worked for you?
How do you listen?
Does it make a difference?
I love to work with businesses, both large and small to help them create sustainable business dreams... Brand and Strategy are at the heart of everything I do and that gets rolled out digitally and across any channel where your customer lives.