Positive Quote: “Whatever your business is, talk to your customers and provide them with what they want. It makes sense.” – Robert Bowman
This quote sounds so simple, yet I lose track of how many times I have witnessed this to not be the case. Sometimes, we don’t even realize that we are doing it. We sometimes think that we ‘know’ what the customer wants or needs. Yet…. Do we?
This reminds me of a time in my career where I took over managing application developers. The team at the time had finished pushing out to an environment of over 1750 retail stores, a self help website. However, outside of report regeneration requests it wasn’t being used. If you asked 10 people if they were aware of the site, maybe only 2 people would say yes.
Flash forward 9 months and the site is not only being used heavily, the users keep asking for more and more features to be added. Ask the same 10 people if they were aware of the site and now 8 people would say yes.
How did we get there? We asked the customer what they wanted. Not what we thought they wanted. We held focus groups, we met with the leaders of areas that would get the most benefit and sought their input.
Once we had a ‘huge’ list of wishes and wants, it took a complete change to the site. Visually it was different, and the scope of the site had changed.
It all boiled down to asking the customer.
I still find myself asking myself and others… is what we are doing (the process, procedure, etc…) for us or is there a down stream customer; if there is a customer, how do we know what they want or if we should even be doing what we are doing.
What do you think?
Have a wonderful Wednesday.