Mary Schmidt had a brief but powerful post that asks all of us the question: "who do you think about when you focus on company goals and priorities?" Do you focus on "our" goals and "our" priorities or do you focus on what your customers‘ want and expect?
Let me add a follow up question: "Do you even know what your customers want and expect?"
It’s not just a question for executive goals and initiatives, it’s a valid question for the Quality Assurance (QA) team, as well. It’s common for QA teams to focus on what management wants to hear in the call and not give any thought to what customers want and expect.
I’ve been amazed through the years to see how many entrepreneurs and executives smugly announce "I know what our customers want!" – but they’ve never taken the time to systematically ask customers and measure the response.
Maybe it’s time to stop listening to your gut and start listening to your customers.