When I was a professional swimmer,
I used to joke about the monotonous nature of swimming
and how I used to watch tile after tile pass by.
A busy email box can feel somewhat similar,
with email after email continuously pouring in.
You could become mesmerized by it,
and before you realise it, you are relying on it
over more effective ways of communication.
Sometimes we need to remember
that time invested in face-to-face meetings with people
can be so much more productive.
This is especially the case with customers.
Spending time with customers allows
businesses to gain insights into their needs,
preferences and pain points.
Listening to customers and observing their behaviour
builds understanding in what drives
their purchasing decisions and allows you to tailor products
or services to meet their expectations.
By proactively engaging the customers,
you can also address issues and concerns in a timely manner,
demonstrating a commitment to customer satisfaction
and minimizing the risk of customer churn.
Interacting with customers fosters stronger relationships
and builds trust and loyalty.
By showing genuine interest in customers' concerns
and providing personalized support and assistance,
businesses can create positive experiences
that encourage repeat business and word-of-mouth referrals.
Gathering valuable feedback about products,
services and overall customer experience through surveys,
interviews or focus groups can identify areas for improvement
and help you make informed decisions
to enhance customer satisfaction and loyalty.
These customer interactions can spark ideas for new products,
features or services that address unmet needs
or solve existing problems and provide opportunities
for you to differentiate yourself from competitors.
With some of your key customers in mind,
do you spend enough time with them?
How much of that time is face-to-face?
Are you only focusing on those who you know like you,
or are you also prepared to have the more challenging conversations too?