The world’s most influential companies have one thing in common
Since their humble beginning, Amazon has been laser-focused on just 3 words – “Obsess over customers.” Their mission statement says “Our vision is to be Earth’s most customer centric company.”
Apple’s success story is similar. Steve Jobs said, “You’ve got to start with the customer experience and work back toward the technology — not the other way around.”
It’s no coincidence that Amazon and Apple are where they are today. They got there by doing the main thing right. And they’re not alone. Think of any thriving company and, with a little digging, you’ll probably discover that they got there by focusing on the customer experience.
If the path to success is this obvious, why doesn’t every business obsess over customers?
Yes, it’s simple but it’s also complex. To obsess over customers, you need to be familiar with their experiences at every touchpoint. You need to walk in their shoes, analyze every step of their journey, map it out, and optimize it, strategically focusing first on what matters most. Then you start over and do it again, day after day.
Obsessing over customers is more than just a mantra – it’s a way of doing business and Customer Journey Mapping is how you go from admiring Amazon or Apple to becoming like them.