Who is the customer?

We all think we’re working together to solve customer problems. Right?

We want what’s best for them – and so we work on customer on-boarding, customer emails, the customer experience, customer UI/UX improvements and customer engagement initiatives.

When you put us in a room, we’re all talking about the customer.

But which customer? Who is the customer we’re all talking about? And are we all talking about the same customer?

I find that one of the most important things we can do when we’re meeting to talk about any kind of improvement on our products or processes is to simply start by making sure we’re all on the same page.

Are we all talking about the same customer? Who is the customer we’re talking about? Are we clear on the definition?

If we’re not, we’re going to end up in a lot of confused and frustrated conversations – because we’re all talking past each other.

So let me ask you this – are you super clear in your own definition of your customer?

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