I’m a big believer that a good marketing organisation is one that puts the customers at the heart of its business. What I mean by this is when decision making is focussed on meeting the customers needs and wants, rather than that of the board or MD. But how to you measure your levels of customer focus?
A great place to start is to look at your outbound communications. How much do you talk about your company and the services you provide, compared to how you understand and can meet the needs of your customers. For example, consider the following two examples:
1. Bean Counter & Co Accountants was established over 20 years ago to provide auditing and tax advice services. Our management team has experience working with small businesses from various industry sectors.
2. Bean Counter & Co Accountants can help you to reduce your tax liability. Our experienced audit team will ensure your small business reduces costs and improves profitability.
Which of these is more focussed on the customers needs? Which do you think is more likely to attract attention?
If you want to find out whether your communications are customer focussed or self obssesed, then you should try the We We Monitor at Grok Dot Com. Here you can analyse your website to find out if you are customer focussed or We We focussed.
Whilst this is not a comprehensive review of your communications, it’s certainly an interesrting start. I must applaud Bryan Eisenberg of Future Now for putting this together.