Every forward-looking manager is interested in customer-centricity. This approach is easy to say but harder to achieve in practice.
If you want your team to become truly customer-centric and thinking of customers first, there is a brain-pleasing marketing method: add the word ‘person’ or people.
Instead of saying: ‘Yesterday, we had 3,789 tickets in our e-store’, say ‘Yesterday, 3,789 people bought in our e-store’ or ‘Yesterday, 3,789 customer individuals bought in our e-store’.
Let me explain to you why -based on biology- this simple method works so well at fostering customer centricity.
The word ‘person’ is a mental representation that rests in the deep memory of all of us. Its connotations and evocations are very strong since we have -luckily- lived profound gratifying experiences provided by other people.
Said differently, the word ‘person’ is a huge brain-pleasing brand. By contrast, words like ‘clients’, ‘tickets’, ‘value’, ‘centricity’, etc. have a very low connotative load.
So, by using these words, we can’t expect to put customer individuals first or to put coworkers-people first, as they barely move into action.
Enjoy this silent business transformation!
