how to really help your customer succeed

by SteveBayle on December 27, 2009

To me the goal of a business is to help your customer succeed. There’s a great article in today’s New York Times business section entitled “Seeing Customers as Partners in Invention.”

It’s a cliche in business that you don’t ever want to ask customers what they want or say they need, as they may not know that til they see it. 

But the statement ” from John Horn at 3M goes beyond this cliche with real wisdom:

The goal is to understand “what our customers are trying to accomplish, not what they say they need.”

Posted via email from Startups and Downs

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