Unveiling True Customer Obsession: Going Beyond Customer Service

In today’s business landscape, customer service alone is no longer enough to stand out from the competition. To truly excel, a newer concept called “customer obsession” has emerged. But what does it mean to be customer obsessed? Are those who claim to be truly living up to the term?

Let’s explore the essence of true customer obsession and why it is crucial for fostering successful partnerships between organizations and their customers.

The Power of Customer Obsession: Customer obsession, when executed effectively, benefits all parties involved. It moves beyond mere transactions, transforming the relationship between an organization and its buyers into a true partnership. A customer-obsessed organization continually seeks opportunities to elevate this partnership, exploring avenues for shared growth, synergies, and mutual revenue streams.

Closing the Execution Gap: Unfortunately, true customer service and obsession are not as prevalent as we might hope. Despite the rhetoric and motivation, many organizations fall short in execution. This highlights the importance of fostering a respectful, two-way collaboration that not only generates great ideas and strategies but also enables effective execution, adaptability, and problem-solving.

Key Pillars of Customer Obsession:

  1. Be Present: To differentiate yourself from other sellers and sales organizations, focus on initiating new conversations. Seek unique common ground and approach potential customers with a fresh perspective that resonates with their needs. Be persistent but targeted in your outreach, ensuring you have the bandwidth to provide exceptional service.
  2. Listen: Once you’ve earned a seat at the table, engage in meaningful conversations to uncover where you can add value. Understand your potential client’s priorities, pain points, and ongoing projects. Start by discussing what matters most to them, establishing yourself as a trusted advisor who genuinely cares about their success.
  3. Be Responsive: Customers value prompt responses and reliable communication. Even if you don’t have an immediate answer, demonstrate your efforts in securing the necessary information, resources, or solutions. Effective communication is the cornerstone of any relationship, allowing you to build trust and differentiate yourself from competitors.
  4. Remove Obstacles: As the link between your organization and the customer, it’s your responsibility to identify and eliminate barriers within the partnership. Stay attuned to the satisfaction level and dynamics of the relationship, acting swiftly to address any challenges or concerns. By proactively removing obstacles, you enhance the partnership and solidify your role as an advocate for the customer.
  5. Be Part of the Plan: To be truly customer obsessed, look beyond individual deals and focus on the bigger picture. Familiarize yourself with the customer’s business goals and objectives. Identify areas where your organization can add value, even if they are not immediately relevant. By demonstrating a holistic approach and offering insights beyond transactions, you position yourself as a long-term valued partner.

Customer obsession revolves around making the customer the center of your world. It requires intense focus on their needs, regardless of the challenges, wins, or losses that come your way. True customer obsession goes beyond mere words and requires a dedicated commitment to building and nurturing partnerships. So, ask yourself: Are you truly customer obsessed?


About cvheady007

I am a Christian, Husband, Dad, workaholic and author. Biography Carson Vincent Heady was born in Cape Girardeau, MO, graduated from Southeast Missouri State University and moved to St. Louis in 2001. He has served in sales and leadership across Microsoft, AT&T, Verizon and T-Mobile. Carson is best-selling author of the Birth of a Salesman series, the first book of which was published by World Audience Inc. in 2010. He released The Salesman Against the World in 2014, A Salesman Forever in 2016 and Salesman on Fire in 2020. He is also featured in Scott Ingram’s B2B Sales Mentors: 20 Stories from 20 Top 1% Sales Professionals. Carson is a 7-time CEO/President’s Club winner across 5 roles at AT&T and Microsoft and National Verizon Rockstar winner. He has been recognized as a top social seller at Microsoft and is consistently ranked in the top 25 sales gurus in the world on Rise Global. He is included among the Top 50 sales authors on LinkedIn. With over 330K social followers, Carson has also been interviewed on over 30 sales and leadership podcasts, by such luminaries as Jeffrey & Jennifer Gitomer, Jeb Blount, Brandon Bornancin, Sam Dunning, Larry Levine, Darrell Amy, Scott Ingram, Thierry van Herwijnen, Jim Brown, Sam Jacobs, Luigi Prestinenzi, Donald Kelly, Marylou Tyler, George Leith, Pat Helmer, Eric Nelson, Ron Tunick, Jeff Arthur, Mary Ann Samedi, Jean Oursler, Andre Harrell, Marlene Chism, Bill Crespo, Matt Tanguay, Josh Wheeler and Chad Bostick. He has also co-hosted the Smart Biz Show on EG Marketing Radio. His articles have appeared in several noteworthy publications such as SalesGravy, Smash! Sales, Salesopedia and the Baylor Sports Department S3 Report. Carson lives in St. Louis, MO, with his wife Amy and daughters Madison, Sidonia and Charlotte.
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1 Response to Unveiling True Customer Obsession: Going Beyond Customer Service

  1. Ely Shemer says:

    Loved it.
    Here is what I think
    Great article! Customer obsession is the key to creating long-term successful partnerships between organizations and their customers. The article highlights the importance of being present, listening, being responsive, and eliminating obstacles to enhance the partnership.
    Thanks, Ely

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