• It Begins Here

    Published by Tim Osborn on December 1st, 2010 2:59 pm under Culture, Customer service

    2 Comments

    No company is the best choice for every possible customer. Similarly, no customer is the best patron for every company. Our goal as a company is to be the best choice for our ideal customer.

    How do we determine if a potential customer is ideal? We begin our determination with a simple question, “Can we delight this customer?” A negative answer to that question means that customer is definitely not ideal.

    There are other dimensions to consider (strategic, financial, relational, etc.), but for us those are irrelevant if we are not first certain that we have the ability to delight a particular customer.

    “He who chases two rabbits catches none.” Focus on the one you know you can delight.

  • 2 Comments:

    1. Tweets that mention It Begins Here | Tim Osborn -- Topsy.com said on December 1, 2010:

      [...] This post was mentioned on Twitter by Ezequiel Jadib, Southworks. Southworks said: Blogged: It Begins Here http://goo.gl/fb/7otNT [...]

    2. GitHub Gets It | Tim Osborn said on November 11, 2011:

      [...] They put first things first, which is to build the best product they can for their customers. Want market share? Build the right product. Want brand reputation? Build the right product. Too many companies spend their time trying to find the right customer (social media will cure cancer after all), instead becoming the right product. They know where it begins.  [...]

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