I got these quotes from a colleague who’s recently been reading Jeanne Bliss’s book on the Chief Customer Officer. I think these can apply in many walks of life, in and out of work.
- “Think small”
- “Worry about being better; bigger will take care of itself”
- “Think one customer at a time, and take care of each one the best way you can.”
How often do we try to build strategies from the top down and without the real customer context, needs and frustrations in mind? Starting at the frontline, listening to staff and listening to the individual customers is such a powerful way of collecting the most meaningful data on what you need to do next.
There will always be someone willing to put forward the next big thing but how will you know it will make a difference to the little things?
