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Sunday, September 23, 2012

Customer empathy, business growth and construction marketing

Edward Hess and Anne Liedtka's The Physics of Business Growth:  Mindsets, systems and processes, has already provided me with a crucial business insight -- and I've just finished the first chapter.

The writers advocate that growth occurs when a business's leaders can truly empathize with customers, to the point of knowing and understanding them far more than from the simple product/service transaction perspective.  They suggest that if you can see into your clients' real interests and needs, you'll capture insights into innovations and product/service ideas that will truly make their lives better -- and of course, help your business to grow.

Simple, eh.  How much time do we spend on our internal processes or in dreaming up new products/services, and how to market them, when we could find what our customers really want and need by truly caring about their interests?  Of course, if we develop products/services that truly appeal to our best current customers, we won't need a huge marketing budget, either.

Have you learned about new ideas, products or services by empathizing with your clients?  Please feel free to share your observations by commenting or emailing

1 comment:

Terramac Crawler Carriers said...

Doing market research is as simple as talking to clients as they come in for business or calling existing clients and asking the questions. Knowing what your customers need is as valuable if not more than any marketing company can offer.