The Art of Anticipating Needs
Often Imitated: CX Stories from History
English - October 01, 2020 01:08 - 28 minutes - 26.4 MB - ★★★★★ - 48 ratingsManagement Business Marketing business business case study case studies case study customer startup customer experience customer service customer success entrepreneurship Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
There's an invisible art to incredible customer experiences. When it's done well, the customer gets what they need before they ask for it. To master that art, you have to anticipate the tiny details that make or break a customer experience, all while keeping an eye on the rest of your business.
On this episode of Often Imitated we explore how great leaders make anticipating customers' needs a key pillar in their success.
Experience: Building a customer-first business
Inspiration: Lee Iacocca's automotive empire
Modern Day Execution: Ali Diab, CEO and Co-Founder of Collective Health
Three Takeaways
If you have a nuanced understanding of your customer's journey, you can use that information to build a better product, a better health platform, or even a more family-friendly minivan.Customer empathy is absolutely essential to your business. If customers feel they're in a one-sided relationship with your business that's purely transactional, they'll move on to a company that cares.You need well-engineered software to upgrade your customer experience. Without the ability to gather customer data, make sense of it, and make changes to your product, you'll fall behind the competition.Key Quotes
"Your customer is the most important thing. Your profit is not the most important thing. Without your customer, you've got nothing.""Through that unexpected anticipation of a customer's needs, you really leave a mark in their mind and show them that spark of magic.""In legacy healthcare, we don't understand what things cost, why, or how to control it. Everything seems to be architected in a way to keep people at bay, or keep people from trying to unpack how the system works."Links
Ali's LinkedIn Collective Health__
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