Week 6 - MBA 6601 - Acclimate to the Customer

Ascend Your Start-Up takes us to the next step of product launch with discussion of aligning your product with the voice of your customer. This is done by taking a step back and really considering your brand through the eyes of your customers. Reviewing where you stand and where your product stands, gives you an opportunity to really align your strategy with your execution plan and further drive your brand. Acclimating is really taking the time to review what your customers are saying and what their intention is behind their words.

How many times have you told someone as a customer that everything is fine or you are completely satisfied with a service they provided to you? I have so many times just to avoid the confrontation. Customers will lie to you and tell you that you did a great job or that everything is okay, but as a start-up who is building and developing a brand, it is important to listen. Listen to what the customers are not directly telling you. Listen to what they are saying and dig deeper into the meaning behind their words. You will be able to far outpace the competition if you truly take in and adapt your brand from the input of your customers.

Know which customers to trust and whose opinion should hold the most weight. Customers that have been with you since the beginning and have always been up front and honest are a treasure. They offer your company a wealth of knowledge and information that you can rely and depend on. Seek to understand why the customer is investing in your company int he first place and serve every one of their expectations. Being able to meet the customers expectations will secure them as a customer and they can grow with your company along the way. As you grow, if your fear is that you will leave customers behind or not give them enough attention, institute a customer resource department that continues to provide those customers with great attention and secures their connection to your company.

Always remember that your customers should be treated as assets. You should be attentive to their needs and solve their issues in a timely manner. Drive the customer experience with intentionality. Being intentional with your customers will go a long way and it will definitely not happen by chance. create a direct line where you actively listen to the input from your customers. Make sure that your customer support is reliable and the same each and every time. People expect eh same service form a company time after time and it is imperative that they get what they expect.

And perhaps most importantly make sure that anyone that joins your team knows the importance of customer service. There should be a culture of accountability surrounding the customer experience. Train all staff members the same way utilizing the same resources and make them available ongoing so they can be easily referenced. Making everyone accountable will leave no room for interpretation and will ensure consistency with each customer. 

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