The Voice of the Customer brings me Clarity.

As I write this post, I’m in the middle of a customer visiting caravan.  A six week-long stint of airport hopping and fast food that takes a lot of time and doesn’t help the efficiency of handling day to day issues.  However, at the end, the most productive and important six weeks I could ever spend. 

 

So far in the last few weeks I have been reminded of many of the issues that are truly important to my customers and as such, I feel empowered with clarity and energy to make things better.

 

I think much of our delay to action comes from a lack of clarity, at times, caused by high levels of complexity in our attempt to implement perfect, all encompassing solutions.

 

Because we have experience and know what our customers need, we feel that we can act on their behalf. 

Most of the time, this is true, but at times our efforts become mired in internal considerations, seemingly equally worthy of attention.  The result rarely exceeds the customer’s expectations.

 

The voice of the customer has a way of simplifying and focusing us on those things that really matter.

 

This may sound like common sense, but my experience is that we don’t listen to the customer enough.

 

Talk to some customers today, especially if the complexity of your solutions seem to be increasing.  You’ll gain clarity, a sense of empowerment and purpose.

 

Committed to XCS