Fishing for what customers really value


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Originally written about employee engagement, and how some companies respond to economic challenge, the following is also about fishing for customers:

On the frozen lakes of Minnesota,
Winter fishing requires patience,
And timing when you must move to the shore

Those who don’t read the signs,
Of a coming thaw,
Had best learn to walk on water

What frozen lakes do you stand upon,
As you look for value beneath the water?

And what values do you stand for,
When the ice has melted away?

How does your customer know what your business really stands for?

  • Brand image…standard bait; sometimes we expect it to do all the work for us.
  • Customer Value Proposition…more specific bait to catch fish
  • Customer commitments…best intentions, sometimes down to the behaviors you expect to see.
  • Your brand-in-action…. that’s bait customers don’t just nibble on; it’s what leads them to go for it, hook, line and sinker!

So how well does your brand and your customer value proposition really stand up?

Are you catching customers or just fishing around?

BestCustomerConnection, by Marc Sokol

Republished with author's permission from original post.

Marc Sokol
A psychologist with an eye for the ways organizational dynamics make it possible or impossible to delight customers, I see the world from the eyes of customers, employees and leaders who strive to transform customer experience.


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