December 11, 2008

Consider The Whole Customer

You can't please everyone all of the time, and you can't be all things to all people. Not if you are growing that is.

We could choose to attempt to deliver on each and every one of the unique expectations of all of our customers, modifying and tailoring each facet of our organization to accommodate their divergent needs. Of course, this would be ideal, if there were endless resources available. The truth of the matter is that we are faced with limited time, limited money, limited staff, even limited energy. The moment that we take this approach, inconsistency in what we have been established for is introduced. Our mission and vision become watered down, and the very thing that drew our customers to us in the first place becomes nothing like it was at the beginning, and is often times, sadly not what we intended for it to be.

We want to deliver tremendous, out of this world customer experiences on a daily basis. We need the people that we serve to come through the doors again and again. Most of us desire to cultivate experiences for our customers where they feel as though the service that they receive is tailored to fit them perfectly. However, this should come naturally. Our services and products should be vanilla enough that they fit the divergent needs of many while also being unique enough that each customer feels that their own independent needs are met.

What we can do is connect customers with a similar mission and vision together into Tribes and let them have a collective voice that represents the needs of their community. As a result, your customer base will grow organically, your customers will be engaged, passionate, and alive, and you will be better able to respond to the needs of the whole customer.

Establish your mission, tell the story of your vision, and let others connect.

No comments: