"Our Take" |
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
3/4/08 - Great Idea, Wrong Question?
I still have so much input on the "one thing" question topic we've been covering in this column. For those of you playing "catch up," the questions is this: "If you were president of this company, what one thing would you change?"
One reader had the following perspective to consider: "Great question, but it is the wrong question. We, as business leaders, don't want to know 'what would you change,' but rather, we want to determine, what would change your behavior. Unfortunately we need to derive that answer because most individuals aren't able to answer it accurately. If you ask me what is the most important thing to me about flying, I would say landing safely. However, I don't make a buying decision based on airline safety records. Airlines should be figuring out what will change my behavior and make me a more satisfied and loyal customer."
Excellent point. There is often a large chasm between what people say and what they really mean. It is an easy trap to take act on the exact words. In doing so, one might scratch their head in bewilderment wondering why that "one thing" didn't change customer behavior. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)