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13 What would your job be like if we went away?

Name: 13 What would your job be like if we went away?
Uploaded: 2020-11-11T19:58:29+00:00
Duration: 57 s
Channel: Bob London
Description: In this segment, Bob London explains a practical approach for companies to evaluate and communicate the value they provide to customers. He advises…

11 Nov 2020 · 1 min

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In this segment, Bob London explains a practical approach for companies to evaluate and communicate the value they provide to customers. He advises asking customers to imagine life without the company to discover whether the service is seen as indispensable. If customers deem the company essential, the next step is to uncover the specific reasons—what he calls the "sweet spot"—that make the offering irreplaceable. When customers do not see the value, the focus shifts to making that unique value more visible and ensuring expectations are met. London emphasizes that recognizing and articulating this distinctive value is crucial for customer success teams, even though it can be uncomfortable for businesses.

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And again, this is something that it does make some companies a little uncomfortable in the beginning. The best way to understand the value you add to your customers is by asking them to imagine life without you, without your company. So you may find that they think of you as indispensable. Great, then ask why, what is it? It goes back to that sweet spot question that we talked about a few minutes ago. What are you guys great at? What's connecting you to them that they can never lose? What can't they live without? Or you may find out that you have work to do to prove your value to them. And it doesn't mean you're not adding value. Sometimes, as we all know, it's a matter of making sure the customer is aware of that value and how unique and distinctive it is. And of course, there are situations where you're not adding enough value because their expectations are not being met. Again, that's the life we chose as, you know, in the CS world. That's what they say in the mafia. This is the life we chose. We have to, we have to deal with the truth.