WHAT?!? 

If I understood her correctly, she was saying that WORD-OF-MOUTH HAS BEEN REPLACED BY ADVERTISING. I was shocked. Granted, I have focused much of my career on helping companies GET MORE word-of-mouth because it is the MOST POWERFUL form of advertising anyone can get. Now, I’m hearing AT&T tell me that it has been “replaced” by advertising?

They got it wrong...really wrong

There are a host of statistics out there to prove they are wrong. For example, one statistic says that 92% of the people trust the recommendations they get from people they know…that’s word-of-mouth. Only 8% Trust a company’s advertising…that’s current advertising. You’re a business leader, which would you choose? Which would you want to stake the success of your business on? Which one do you believe would help you grow faster and scale your enterprise? We all know the answer…word-of-mouth.

Word-of-mouth has been and always will be the most powerful form of advertising any company can ever get…period. It will always be the first choice we will look for when buying anything. If someone we know (and Trust) is telling us this is an excellent product/service and company, it is our first (and usually) last stop…we usually buy from them.  It is the starting point for any purchasing decision. Why??? One word…

TRUST.

Word-of-mouth is a trusted source. Word-of-mouth tells us that someone we TRUST has had an experience with this product/service and the company, and it was good enough to tell others about. Or it was awful, and they want to warn you about doing business with them…either way, it’s word-of-mouth.

No one will ever tell you to buy something from someone unless there is some degree of TRUST...no one.

The only exception to this is when someone is telling you about a special bargain deal. They are telling you about a great price, not that they trust the company. They are giving you information about a “deal,” not the reputation of the company. This is the only exception.  They aren’t telling you they TRUST them. They are just telling you about a great deal. For example, someone tells me about paper towels being half-priced today at a particular store. It is word-of-mouth about the deal, not that they trust or recommend the store. This is “commodity word-of-mouth.” Powerful word-of-mouth, which is what we all want, is synonymous with TRUST.

What doesn’t make sense in the AT&T commercial is that they are saying TRUST (92%) has been replaced by a good advertisement (8%). Sorry, I don’t think so…it will never happen. An ad has not REPLACED word-of-mouth and most likely never will. Never happen.

What is happening is that we are trading off TRUST for DISTRIBUTION

What I believe AT&T is really saying is that what used to happen one-on-one or one-to-few has now been replaced by one-to-many. They are subtly telling me that their brand isn’t strong enough to spread far or fast enough via word-of-mouth, so they resort to mass distribution…a commercial. It tells me there aren’t enough ecstatic customers out there acting as Advocates and Marketing Agents to grow their business, so they need to replace this with massive distribution. Massive distribution is NOT the same as word-of-mouth. It is just what it says, massive communication of a message, not word-of-mouth, and certainly not earning TRUST.

I can tell you from years of experience and with absolute certainty that you will be far better off investing your money into building more TRUST and word-of-mouth than advertising. It has ALWAYS paid off for those that invest in it. Household company names like Nordstrom, Zappos, Southwest Airlines, Alaska Airlines, and many others have used this for years and built buckets full of TRUST. The result…they get massive amounts of word-of-mouth.

One final point on why you want to invest heavily in word-of-mouth…LEVERAGE

Word-of-mouth is highly leveraged. When you invest in it, it keeps paying you back over and over again and in larger and larger amounts. It grows over time, sometimes exponentially. It’s like you plant one seed, and it continues to grow and spread…all from the one seed. You don’t need to have millions of people to make this work for you, just people who are passionate and vocal about you. A small, passionate and committed group of Advocates will bring you more customers than any advertisement you can buy.

Contrast this with advertising. It isn’t leveraged…you have to keep feeding the beast. How do you think the large advertising agencies got so big and rich? Because you have to keep buying advertising over and over and over again and hope you reach your audience when they are ready to buy. It’s a drug. You have to keep using it repeatedly if you want to try and get the same effect. It never ends. It only ends when you change your strategy from advertising to building more word-of-mouth and TRUST. When you flip the equation, you start getting leverage from your investment.

Everything starts with strategy. Do you have an “acquisition strategy” or a “retention/loyalty strategy?” If you have an “acquisition strategy” where you focus on attracting and acquiring new customers, it usually falls on the marketing department. Leadership wants them to find and attract new customers. Right idea, but it’s how you decide to go about it. This is where things start to break down. From my experience, most marketing leaders are far more comfortable with acquisition through attraction (advertising primarily). They are not as comfortable (or knowledgeable) about “retention/loyalty strategies.” They are not equipped or empowered to create massive word-of-mouth from their existing or new audience.  So they default to what they know…acquisition.

Strategy starts with top leadership…it isn’t a marketing issue. If leadership focuses on acquisition, marketing is left to execute that strategy, the best way they can…and they do. However, when leadership decides they want a more leveraged and longer-term return on their investment, they will opt for a “retention/loyalty/advocate strategy instead.” When this happens, they have decided to build more TRUST with their audience and focus on creating more “Advocates.” Their goal is to build more Trust and word-of-mouth from their audience and “get their audience doing their marketing for them.”

Back to the AT&T commercial. I hope you can now see how ridiculously wrong this message is when you look just a bit deeper. Word-of-mouth was never replaced by advertising. Advertising came about because companies weren’t willing to invest in word-of-mouth advertising. It takes a strategy, a focus on building Trust by treating your customers amazingly well, and helping them improve their life. Doing this day-to-day teaches your customer what you are about and if you are worthy of the Holy Grail for any business…word-of-mouth.

My new book (see below) is focused exclusively on this strategy. It will be out shortly. The key is to determine which way you want to approach marketing and create a strategy to get there. AT&T has declared its strategy in its advertisement, and Lily stated it very clear. Word-of-mouth is something we “USED TO DO,” not what we focus on today. Today, we focus on ADVERTISING. That’s a pretty clear message. I believe they have it all wrong.

What To Do Next...

I hope you can change your mindset to one where advertising simply feeds your audience with helpful information so you can build more TRUST and more ADVOCATES so they can’t wait to tell others about you. So they do your marketing for you.  What would that look like for your organization? Something I would encourage every business to think about and act on. In these trying times especially, having a pack of loyal advocates is worth more than ever. It’s never too late to change your strategy.

HELPING OTHERS IMPROVE THEIR LIFE AND/OR BUSINESS...a massive Differentiator...and one your customers remember for a very long time

Do you have a formal and detailed plan for how you can help your audience improve their life and/or their business…beyond selling them your products and services? Did you know most organizations don’t have a plan? Did you know it is one of the ways someone will remember you well beyond the normal memory curve of your products and services? Did you know you can improve significantly in this area in as short as 30 days when you have a strategy and executable plan?

When I ask companies how they are specifically helping their audience improve their lives and/or their business, I usually get a blank stare or a lot of excuse making. While it seems like something we should naturally be doing, it just doesn’t seem happen. Why? The number one reason is that there isn’t a specific “proactive plan” for making it happen. And from past experience, if there isn’t a plan, it won’t happen. Left to chance, things never happen the way we want.

While it might sound simple, it takes planning to make it happen. I haven’t met a company yet that can’t make this happen…right NOW. The issue is making it formal and prescriptive…developing a solid plan for the few months and into next year…then executing it consistently and frequently. When you do, amazing things will happen for your organization…beyond what you might believe. Your audience will not only take notice, they will comment on it and talk about it. They will thank you over and over and will actually look forward to it. And, perhaps most importantly, they will “share” it and “tell others” about it…and YOU. It’s crazy to think about how much return you can get from such a simple concept and plan…but you can. Your audience will see how much you care, remember you, and talk about you. And in this turbulent world we live in, who doesn’t need more of these things?

What exactly do you mean?

What exactly do I mean when I talk about “improving the life and/or business” of your audience? How can you do this yourself…quickly?

First, it means you identify ways, outside of your products and services, to help your audience improve or better their personal life and/or improve their business with what you know individually and as an organization. Every organization has tons of knowledge about “how” their products and services can help their audience. We all have this…it’s what we do as a business. But why do we have sell these products and services? What “problems” or “issues” or “situations” are we helping our audience solve? What problems caused us to create this particular product or service? Why do we do what we do as a business?

Second, you know (or should know) the answers to these questions. Hold a leadership meeting and write them all down…capture this thinking. When you have this list, you now have half of the solution in front of you. Take this list and capture ideas by answering this one question, “What could we share with our audience, in terms of our knowledge and experience, that could help them overcome these issues REGARDLESS of whether or not they used our products or services?” That’s right, regardless of using your products or services, how can you help them improve their life and/or business?

An example...

The best way to explain this concept is to give you some examples of what you can be doing…NOW. Let’s say you are a distributor or a sales company for a particular product, such as security products. You distribute them to smaller companies and also sell them to larger companies. You may even install them as well. What could you do? Here’s a list to get you started thinking in the “helpful” direction…

• Create some videos showing employees how to be safer when going to and from work
• Create some articles that talk about the latest trends in security (not  product oriented)
• Create a blog that shares stories about actual situations people are facing and how they could be prevented by thinking about some different issues
• Create some videos of your customers (and others) talking about security issues and how they resolved them (without reference to specific products)
• Create a checklist of items you could have your audience review to see what level of risk they are at based on their current situation

Providing this type of helpful information to your audience is what it means to actually help someone “improve their life and/or their business,” without talking about your products and services. All of these items are helping them be safer and keep their businesses (and employees) safer. They are simply helping them “lower their risk” more than they are right now. They are HELPING YOUR AUDIENCE.

Customer Obsessed companies have this built into their DNA, their culture. They are constantly thinking of ways to help their audience improve their lives and/or their business. They get creative and innovative and come up with some ways that will blow your mind. They are energized by the idea of helping their audience. They look for the opportunity continuously. And, they still do their job, they just go above and beyond their competitors by focusing on how to help them, not sell them. And their audience knows this and rewards them with continued Loyalty and Advocacy. Their audience loves to tell others about them and share their helpful content freely. All of this is what I call “free marketing.” How much “free marketing” are you getting from your audience today?

When you focus on “consistently helping” your audience, you set yourself apart from your competition. As with the first two articles in this series, Differentiation and Trust, you are building more upon the foundation of both of these. When you Consistently Help, you simply look Different to your customers and others in your audience. You build Trust. You Differentiate yourself from your competitors. All these work together to leverage the other parts of the foundation of being Customer Obsessed and centric.

Now you have one more major component to building an incredibly strong and solid foundation for your business. And, like the other two, you can do this quickly. Do this over and over and over again and your customer will start to see you as significantly different from your competitors. You will quickly see results and how you can elevate your company above your competitors…NOW.

You can't become Customer Obsessed overnight...

You can’t become Customer Obsessed overnight…but you can get some immediate impact (within 30 days) and start to demonstrate uniqueness to your customers. And when your customers start seeing you CONSISTENTLY HELPING them improve their lives and/or their business, you stand out and you get talked about. And there isn’t a business on the planet that can’t benefit from getting more word-of-mouth from trusted and loyal Advocates…no one.

You can do this too…and quickly. I have designed this type of plan for a company and it was being executed within 2 – 4 weeks. And I guarantee this will shock your audience…they will notice. They will be thankful…even more thankful in today’s turbulent economy. And when they notice, they tell others. When they notice, they see you as Different. When they notice, you build Trust. When they notice, you win out over your competitors. Why would anyone not want this for their organization RIGHT NOW?

By the way, this entire series about “NOW is the time to…” is an example of exactly what I am talking about. This series isn’t selling you anything. It doesn’t focus on telling you about my products and services…nothing. It is focused on one thing and one thing only…HELPING YOU IMPROVE YOUR BUSINESS. I don’t ask for anything nor do I expect anything…I simply have the focus on helping YOU. You can do exactly the same thing for your audience…it just takes a solid plan and consistent execution.

My GOAL for YOU...

As with this series, my goal is always the same…help you be more CUSTOMER OBSESSED so you can become “REMARK”able where your customers (and others) are doing your marketing for you and acting as your “Marketing Agents.” Everything I share with you has this underlying purpose and goal attached…I want you to “light up” your audiences so they can become your Advocates and Marketing Agents. That’s it. If you want the same, keep reading this series. Thank you…

During the last few weeks of this past year I had this illustrated to me in several ways. Let me share two of these situations with you so you can get a better feel for what I am talking about with respect to your own company. The first example is with Comcast, the cable company. I know…it’s the company everyone complains about for one reason or another. Let me share with you one of the primary reasons why this happens.

These were just two of the situations I ran into in just a few weeks! Companies willing to invest millions of dollars to acquire new customers but investing zero dollars to keep their existing customers. Does this make sense to you? It doesn’t to me. If you are a leader in the company, it may very well make sense because your objective is to capture new customers and increase your customer base by a certain percentage every year. But as a customer, it makes no sense at all when a company literally penalizes you for being an existing customer. STOP and think about that for a minute if you are a business leader…we’ll wait for you.

The argument is always the same, if we don’t spend money trying to acquire new customers, we can’t grow so we must do something to get new customers. This is what most company’s leadership team (usually from their marketing group) is telling them. This is FALSE THINKING.

Think about a different solution…one where you are “REMARK”able.

Using the examples I shared above, let’s reverse the situation. What if you rewarded your loyal and existing customers more than a new customer? What if you gave your biggest discounts or additional product/service benefits to your existing customers instead of to your new customers? What if you did special things to help your existing customers throughout the year that improved their lives or their businesses? What would your business look like this coming year and beyond?

The first thing you would notice is that your existing customers would be far more inclined to “remark” about you and their friends and colleagues about how well you take care of them as an existing customer. They would go out of their way to talk about you…they would be “doing your marketing for you.” When this happens, these “new” customers (via word-of-mouth) would want to be a part of this and get the rewards your other existing customers are getting. This would spread and grow day after day, month after month, year after year. Before long you would have created “the most powerful marketing force on the planet…your customers.” What would your business look like if this happened?

This reverses the cycle described in the two examples above. Now you would look different from all your competitors. Now you would be reaping the rewards of “zero cost marketing” because your customers are doing this for you…FOR FREE!

You would be letting your competitors spend their money trying to attract all the new customers with cheap deals and promotions…spending money to get a lower return per customer. When you start to think differently about customer acquisition being done by your current customers (and others) instead of you investing very expensive money (your profits) into attracting new customers, you start to view the world of customer acquisition very differently. And here’s the kicker…many of the customers you are attracting with all these cheap deals and promotions aren’t really the ideal customers you want anyway. They are the “deal chasers” and not looking for a long-term relationship with your company. They are the wrong customers!

Why is this happening?

There is one simple word we use every day in many of our conversations that is the culprit of all this change and why things aren’t working. Actually, there are two, but for now, I want to focus on just one of them. That word is TIME. Time is now the most important asset any of us have…and it’s been backed up by lots of research. Forrester studied this and came up with numbers that might shock you. They found that over 70% of the people they surveyed said “time was their most valuable asset” today. TIME.

Think about the conversations you might have throughout the day. They might include comments such as…

And the last thing we need to hear from someone is, “We all have the same number of hours in the day to get things done…blah, blah, blah.” If I hear that one more time…well you probably feel the same way. This doesn’t help solve any of the above issues…I’m as guilty of saying these as much as you might be as well. Problem not solved.

​Your Customers Feel the Same Way!

Bring this back to my primary focus, Customer Obsession, and you will be able to determine if you are helping your customers SAVE time or if you are COSTING your customers more time. This is a critical distinction that often goes unnoticed by many companies. When I do some quick analysis of the interactions a company has with their customers, invariably we find that they are doing things that COST THEIR CUSTOMERS TIME.

When you cost your customers time, this is demonstrating you really don’t care about them as much as you say you do because you are wasting their number one asset, TIME. Your customers feel exactly the same way you do and they have a list very similar to the one above with respect to time. They don’t have enough of it and are trying to figure out ways to save it and not waste it. Here’s the question every leader should be asking his team…

“Are we doing things that cost our customers valuable time? And what are we doing that helps our customers save time?”

Answer these two questions (honestly)…you might be very surprised by your answers. This is a great discussion point to have with any leader in your business…regardless of their department.

TIME represents a MASSIVE Opportunity

Hopefully you have figured out by now that if you put a focus on TIME, you can create some differentiation with your customers because everyone else most likely isn’t helping them save (or at least not waste) more of their time by working with you. Figure this one out and you will be a differentiated HERO in the eyes of your customer. They will definitely feel you care much more about them when you help them get back more of their most valuable asset of TIME.

When I help companies develop their “totally awesome customer experience” this is a paramount factor in creating a Customer Experience Map. If the new “map” doesn’t end up helping their customers save or not waste more time with us then it isn’t achieving what it needs to accomplish. TIME is a critical component to “creating and delivering a totally awesome customer experience.”

Here’s an easy exercise you can start to do in your leadership team meetings. Pick one part of your customer experience interaction with your customer. Maybe it’s as simple as an “incoming phone call” or an “initial meeting” or some other interaction. Once you have one identified, start by asking yourself, “Does the way we deliver this specific experience help save our customers time or is it costing them more time when they are interacting with us?”

Next, create a list of the parts of the experience you feel are costing your customers time by interacting with you. Create a second list of those things you are doing as part of the experience that are helping save your customers time. Compare the two lists. The goal should be to look at ways to eliminate the first column and add more things to the second column. It’s harder than you think to move things from one column to the next.

While this might be a “spot fix” for you, it is a healthy place to start. The ultimate fix would be to completely redefine your customer experiences (do the mapping) so that the entire experience is focused not just on making them feel incredible but it also helps them feel like you are doing everything you can to save them time, or make better use of their time. This is the desired state for your customers.

What to do next…

You can start doing some of this analysis today on your customer experiences where you interact wit hour customers. Whether you use me to help you figure this out, do the exercises and identify what is going on inside your own company with your own experiences…it’s a great starting point.

If you ever have any questions about this or any other aspect of what it’s like to be Customer Obsessed or how you can do this type of analysis, just ask and I’ll be happy to answer them. Or if you want to understand how to do this in more detail and how you could move your company to becoming more Customer Obsessed, I’d be happy to meet with you (complimentary of course) to discuss it further for your own particular situation. Hopefully you found this helpful…if so, I think it’s our responsibility as fellow business owners (and leaders) to share this with others we think could benefit from it…please help them out and share this with them.

I hope you decide to take advantage of the massive opportunity that awaits you and you make a strategic decision this year to become Customer Obsessed. It will put you on a completely differentiated path so you can be known as a company that is memorable, remarkable, incredibly helpful, someone who delivers an unbelievable customer experience, and someone who keeps their promises 100% of the time. That would be awesome!

Why not focus on attracting fewer visitors…but attracting the right visitors to your site...the ones you truly care about, can speak directly to with your solutions, and you can honestly help improve their lives. Picture yourself at a business gathering where there are all kinds of businesses represented, different position levels, and different sizes. If you are really focused on one certain type of business and your value proposition speaks to a certain level in in the company, you would want to seek out these people. If you tell anyone else about how awesome you are they don't really listen because they really don't care...this isn't "relevant" to them. So you just wasted your time…or the sales pitch on your website.

But when you find the right level person in the right business and have a clearly differentiated and unique value proposition, your message is heard...and they most likely want to know more. So you can engage them in a “Two-way” conversation and "pull" them along through all the different areas because they actually do care and see why this is very "helpful" to them. Now you are in sync with your “right and desired” audience...they are listening because it is something they care about.

Your website and blog (video, audio, or written) should do the same thing. These sites should be so specific that it literally speaks to the right person in the right business with the issues you can address better than anyone else. And it should show them how you can help them as it "pulls" them through your site. If they don't go deeper in the site and they don't stick around for a while, your site isn't connecting to them. And if they are the right people you want to attract, you need to change the messaging on your site so that it supports this strategy of “helping” not “selling.”

This is being Customer Obsessed...understanding your customer in such a deep way that you can literally speak to them in a way that they want, need, and understand. And if you aren't offering a variety of ways to "help" them along this "discovery journey" on your site, they will leave because they think all you want to do is "sell" them, not "help" them. Selling and helping are not the same. Everyone on the planet can figure out what you do if it is on your website…there is no magic in this today. They don't need help with this any longer. What they do need is to see how you can "help" them with their needs, solve their problems, understand their situation, and make their life (or business) better.

Most I visit do a terrible job at this…they are all about selling and trying to get me to buy as soon as possible. They are all “asking” before they have “helped” me do anything. This is out of order…you need to “help first” and “sell after” they have seen how much you can help them. This is the right order in today’s Customer Driven Economy. Or as I affectionately put it, if you are "pimping" before they even know you can “help them” they will leave in the first 7 seconds (which is the average time they spend on your home page). But if they see right away you can help them, they will give you more “clicks” and more “time on site” than your competitors. If they did spend more time, how would that help you as a business?

This is where the opportunity lies for those leaders who want to be truly differentiated and build relationships with their audience and customers…they have made the move to becoming Customer Obsessed! These are the sites of Customer Obsessed companies…they are just different.

Take the time to do an honest assessment of your web presence. It is worth the investment to truly understand where you are today. Don’t believe your own internal hype from all your employees telling you how great they think your sites are…ask your customers. Better yet, get someone not a part of your company to ask your customers. I always get different answers when I interview customers for clients than they get when they talk to them about how they feel. Get the real story so you know how you stack up in these areas.

Invest the time to better understand why your customers don’t see (or do see) your sites as different, helpful, and memorable. Learn why they don’t think (or do think) you are helping them improve their lives or their businesses. I can guarantee you it will open your eyes to what you have either chosen to ignore or weren’t aware of with your web presence.

Once you understand, then, and only then, can you begin to put together a strategy to change your sites and start to take advantage of the opportunity that exists in everyone’s marketplace, in every industry. The opportunities are boundless today…but only those who have the foresight and vision will take advantage of them. Are you one of them?

If you ever have any questions about this or any other aspect of what it’s like to be Customer Obsessed, just ask and I’ll be happy to answer them. Or if you want to understand it in more detail and how you could move your company to becoming more Customer Obsessed, I’d be happy to meet with you (complimentary of course) to discuss it further for your own particular situation. And if you found this helpful ​and thinking of someone you know who could benefit from this post, please help them out as well and share this with them.

I hope you decide to take advantage of the massive opportunity that awaits you and become Customer Obsessed so you can be known as a company that is memorable, remarkable, incredibly helpful, delivers and unbelievable customer experience, and who keeps their promises 100% of the time. That would be awesome!!

What would you do to survive, let alone thrive as a business? I would argue that we are there today.

You might still be using some or all of the tactics listed above to reach your audience. But if you’re like most companies today, you are finding their effectiveness may be so low (possibly nonexistent) that it’s almost like you’re not doing any marketing. One thing I hear a lot today is, “Our marketing just isn’t working very well any longer and very few, if anyone, are responding to our offers and solicitations.”

This is happening more and more and by all indications, this trend will continue getting worse going forward. The noise level of marketing is becoming deafening.

Is this happening to you? What can you do about it? What can you change or how can you turn this upside down so that your marketing efforts are paying off and you are getting your audience to respond to you and you can get more customers? There is an answer…one that has been around as long as time. Most businesses are just not using it to its full potential…nor are they leveraging the most powerful weapon they have in the war on marketing.

I know, right now you’re probably saying to yourself, “I already know about the power of word-of-mouth but it’s hard to get more word-of-mouth.” And you would be right…it isn’t easy to just decide you need more word-of-mouth and it appears. But one thing is for certain, the investment is worth it and it pays dividends for a very long time…it is a “long-tail” solution. And if you want more word-of-mouth in the future, you need to START NOW!

There are prescriptive ways you can start building more word-of-mouth and referrals over time…it just requires focus and persistence.

Once an organization commits to creating a business strategy around getting more word-of-mouth, they can literally stop worrying about the more traditional marketing approach. These aren’t “silver bullets” or “magic pills” you can just take today and life is better tomorrow, sorry, word-of-mouth doesn’t work that way. But like in everything we do, small improvements made consistently can lead to big changes.

There are several steps you can take to start getting more word-of-mouth…and you can start doing something in these areas TODAY! There are two critical cornerstones for creating massive and consistent word-of-mouth, regardless of your industry or competitive position.

I would encourage every business leader to do some introspection and give your company a grade on these two critical elements to building more word-of-mouth. Obviously we all want to have an A+ grade, but that’s not where most organization start. Start by assessing where you are today in these areas and then make a leadership decision that you want to significantly improve them and get them to a top, differentiating level. If you do, you will see the results through more word-of-mouth and more buzz in your market.

Ask yourself a very important question, “If we didn’t have use any of the current marketing tools, would we have people spreading word-of-mouth about us and be able to survive and grow?” After you implement some of these changes necessary to deliver an incredibly awesome Customer Experience and your audience knows they can Trust you, word-of-mouth will start to go up…and go up quickly. And once word-of-mouth starts to climb, it feeds on itself and you get more and more of it every day. Word-of-mouth feeds on word-of-mouth.

If you ever have any questions about this or any other aspect of what it’s like to be Customer Obsessed, just ask and I’ll be happy to answer them. Or if you want to understand it in more detail and how you could move your company to becoming more Customer Obsessed, I’d be happy to meet with you (complimentary of course) to discuss it further for your own particular situation. And if you found this helpful happened to think of someone you know who could benefit from this post, please help them out as well and share this with them.

I hope you decide to take advantage of the massive opportunity that awaits you and become Customer Obsessed so you can be known as a company that is memorable, remarkable, incredibly helpful, delivers and unbelievable Customer Experience, and garners massive amounts of Trust. That would be awesome!!