We have all been told to “walk in our customer’s shoes”.
When we walk in our customer’s shoes we can understand what our customers want:
- What their problems are
- What pressures they feel
- What is going on in their minds
And if we can really understand our customers we can:
- Communicate better with them
- Give them what they need
- Become their supplier of choice
And make billions (sorry, having a greedy moment).
What is not to like?
But we find it very difficult
Lord alone knows our own shoes are painful enough without trying anybody else’s on for size.
Here is a simple solution
Don’t try to act like a customer, hire some of them instead; employ people who buy from you:
- They are fans of your business
- They are far more likely to become engaged employees
- They know exactly how it feels to walk in your customer’s shoes, they own a pair
It is ever so easy
Hiring your customers also makes recruitment so much simpler; after-all you know exactly where to find candidates. Follow the lead of Southwest Airlines who ran a promotion on their sick bags:
Sick of your job?
If you’d prefer a career that’s fun and challenging, join the crew of the airline reported in Fortune magazine as one of ‘America’s Most Admired Companies’.
(I’m not entirely sure they didn’t hire a load of motion sickness sufferers, but you get the point).
Of course, we will never truly understand your customers, no solution is perfect, but this one might just take us a step or two closer.
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Image by Mag3737
Annette Franz says
James,
I agree with you 110%. I wrote about this very topic and the various reasons it’s a great idea in Would You Hire Your Customers? (http://cxjourney.blogspot.com/2012/06/would-you-hire-your-customers.html) Who better to hire than someone who is already passionate about your brand? Half the battle is won.
Annette ::-)
James Lawther says
Thanks for the link Annette
Adrian Swinscoe says
Hi James,
Brilliantly simple and, I imagine hugely effective.
Thank you for pointing out the not so obvious obvious :)
Adrian
maz iqbal says
Hello James,
A sensible suggestion which i wholeheartedly support. And, there is no substitute for actually stepping into your customers shoes and actually walking. To do this properly requires genuine thought and considerable effort. Just think of Undercover Boss.
Maz
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