We’re reading Seth Godin’s The Icarus Deception (highly recommended) and at one point he writes:
“And the world moves so fact and we’re so spoiled and the airline seats cost so much and we’re so busy and we’re having such a bad day . . .it’s easy to ignore them. It’s easy to treat people as invisible as long as we get what we want.”
Then we read about a company that found itself in deep trouble. The company “faced slumping sales that had yielded a $40.5 million net loss in the fourth quarter of 2008. The stock price had plummeted to $2.55 a share in November of that year from a high of more than $47 in early 2006. Layoffs numbered nearly 200 and store openings were curtailed.”
So the company brought in a new team and at one point they started calling customers live on the phone and asking them what they wanted. What did they expect from the company? And it worked. They didn’t treat people as invisible. Read their story here.