Customer Obsessed organizations have their own vocabulary. They use words most companies don’t have built into their lingo and dialog. They almost speak a foreign language when other companies listen to their employees and customers.
They use words like…
- Awesome
- Incredible
- Amazing
- WOW
- Delightful
- Surprising
- Memorable
Mediocrity isn’t even an option because it is…well…mediocre. This word conjures up other words and companies who aren’t customer obsessed end up with words like…
- Great
- Reliable
- Good enough
- On-time
- As good as
- Competitive
- No problems
These words don’t give you a significant competitive edge or differentiation. These are words that show you are doing a great job, but not one that causes customers to feel special and want to tell others. They are words that keep you in the game until a customer obsessed company comes along and takes over the industry and eclipses everyone else.
Choose your vocabulary carefully…your words lead to your actions. Walk around your company and LISTEN to your employees and LISTEN to your customers. What words do they use…this will help you see what words you and your company uses. Which list best represents your audience…this will tell you whether or not your company is customer obsessed.
