Benchmark Business Group

We Have a Question

June 9, 2015

Quote: "If I had asked people what they wanted, they would have said faster horses."  -Henry Ford


Our Thoughts: There have been many articles written, especially on innovators such as Ford or even Steve Jobs, which discuss that customers don't always have the answer. They can't always tell you want they want if they can't imagine it themselves. There's definitely a kernel of truth to this, but it doesn't mean you can tune out your customers. It means that your business needs to listen differently. In last week's example, Google learned to adapt to the body language of customers in order to predict their needs. In Ford's example above, the customer might have said "faster horses" and he invented horsepower which did indeed get the customer from point A to B faster.   Listening to your customer is important, but the truth of the matter is that for your business to succeed, you truly have to understand how your customers think and act.


Question: How well does your business "listen" to its customers?


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