Tell Me What You Want, What You Really Really Want
I recently left a small business to join Xerox. Having been a partner, the CFO and COO of a small business (women’s fashion accessories – talk about something different to Hi-Tech!), I totally relate to what came out of the SMB Roundtable last week (check out the podcast to draw your own conclusions). Searching for relevant, trusted information when you have absolutely no time to do so can be really frustrating. So the challenge for us is to provide products, information and tools that REALLY address the SMB environment. What I took away was confirming some of the reading I have been doing lately (Check out Scott McKain’s “What Customers Really Want”): we need to focus on creating customer experience, not customer service; personal focus, not product focus; reciprocal loyalty, not endless prospecting; and innovation rather than status quo.
Thank you to all the Roundtable participants – now it’s up to us to translate this feedback into our products, our communication and our people…
Paul Herman
Business Strategy, North American Resellers
Xerox