Do you know how your TV or phone actually works? Have you studied how people choose cereal in the supermarket? When did you last ask someone why they truly love a particular brand? Just because we’re human doesn’t mean we naturally understand people and let’s be honest, homo sapiens isn’t exactly a rational creature.
The customer experience gap
I was listening to the latest episode of the Uncensored CMO podcast with Gary Vaynerchuk, and his biggest insight struck me: working in his family’s wine store and serving customers drives his relentless focus on customer satisfaction above all else. As he put it, “I am the least full of shit when I am talking about the customer.”
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