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Session 37: Being Customer Obsessed - Going Beyond Expectations
Welcome back! We’ve talked about being customer-centric, creating great experiences, and building loyalty. But there’s another level: being customer obsessed. This isn’t just about satisfying needs - it’s about anticipating them, exceeding them, and making customers feel like they’re the heart of everything you do.
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Why Customer Obsession Matters
Customer-obsessed businesses create raving fans, not just buyers. They look at every detail through the customer’s eyes: how easy is the checkout? How quickly are questions answered? How can we make the process delightful? Customer obsession keeps you innovating and improving, ensuring you’re always one step ahead of competitors.
A Real-World Picture
Amazon is famous for this. Jeff Bezos left an empty chair at meetings, representing the customer. Decisions had to pass the test: What would the customer think? That obsession fueled innovations like Prime shipping, easy returns, and personalized recommendations - all designed to put customers first.
Humor Break
Being customer obsessed is like dating. You don’t just show up once and hope for the best - you pay attention, listen, and go the extra mile. Otherwise, someone else will.
Action Step for You
Choose one point in your customer journey - from first contact to follow-up - and ask: “How can I make this 10% better?” Then implement that improvement this week.
Closing
Obsession creates loyalty. When customers feel valued, they’ll never want to leave. Next, we’ll talk about Focus on Creating Value - because true business success comes from giving more than you take.
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