Like Ketchup — But Sweeter!


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My son and I were eating barbecue together recently.  The restaurant in question is one of those excrutiatingly cheerful, homogenized theme restaurants.  Not my cup of cuisine, to say the least.

My son, however, is (please don’t say this to his face), just a little kid. With taste buds to match.  His take on the barbecue sauce?

“This sauce is great!  It’s like ketchup–only sweeter!”

I take this as a reminder to all of us in business: Don’t just consider the feedback customers give, but also the criteria on which the feedback is based.

Do the criteria match the criteria of the market your business has targeted?  And, if not, does it make more sense to double down in exclusivity, or to broaden or re-focus your target market?

These aren’t questions with easy answers, but they’re questions we can only learn from by asking.

Republished with author's permission from original post.

Micah Solomon
Micah Solomon is a customer service consultant and trainer who works with companies to transform their level of customer service and customer experience. The author of five books, his expertise has been featured in Forbes, Fast Company, NBC and ABC television programming, and elsewhere. "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." –Steve Wozniak, Apple co-founder.


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