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Welcome to the 30th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!
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West Park, NY - Tuesday, May 10, 2022
Hello again,
I was recently reminded of a quote by American educator and author Stephen Covey. Its premise is one I think all businesses should strive for.
“Seek first to understand, then to be understood.”
I’m quite sure that Mr. Covey wasn’t referring directly to the practice of understanding one’s customers before expecting those same customers to understand one’s business. But, I'm going to make the connection anyway.
So many businesses work first and foremost on defining and sharpening their brand image. They talk about themselves, their differentiators, their products and services all in an effort to be understood by their customers so these customers decide to do business with them.
At first, this makes sense, but when one looks deeper one starts to see that seeking first to be understood in the business world is a fool’s errand.
Yes, you need to define your business values and offerings before you can be successful. But, before you can create loyal, repeat customers, you need to understand those customers; what they want, need, and value about doing business with you.
This theme is omnipresent in our business. As we partner with organizations to redefine their services and products to better meet customers' needs, the quote above encompasses our focus.
It's a mantra that we never forget.
What about your organization? Are there quotes or mantras that represent your focus on innovation and customer loyalty?
We're always curious to hear about your experiences. Please reach out and let us know!
Until next time,
Lis Hubert
Founding Partner
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