Engaging Customers in the Supply Chain Process

Have you ever tried to experience your products as a customer? I did, and it changed everything. By becoming a customer of a division I led, I lived through the customer journey firsthand and discovered insights that revolutionized my business approach. As leaders, it's easy to assume we know what our customers want and need. But how often do we leave our roles and experience our products and services as they do? Trust me, becoming your own customer is a total game-changer. Here's how you can start your own customer journey: 1. Order a Product and Track the Entire Process:   ~ Are the purchasing and shipping options clear and convenient?   ~ Does the tracking information keep you informed and at ease?   ~ Does the product arrive as promised, meeting or exceeding your expectations? 2. Engage with Customer Service:   ~ Are there multiple channels to reach out for help?   ~ Do the representatives provide knowledgeable, friendly, and efficient support? ~ How long do you wait in cue, or are you transferred to different departments?   ~ Do they go the extra mile to ensure your satisfaction?   ~ If you need to call, have a friend do it to ensure unbiased feedback if your voice might be recognized. 3. Navigate Your Digital Presence:   ~ Is your website intuitive and easy to use?   ~ Does your mobile app offer a seamless and engaging experience?   ~ Could you quickly find the necessary information and complete their desired actions? 4. Dive into Your Product & Process Documentation, even in the form of online FAQs:   ~ Are the manuals and guides comprehensive yet user-friendly?   ~ Do they anticipate and address common questions and concerns?   ~ Are they visually appealing and easy to follow? 5. Once Received, Unbox and Experience Your Product:   ~ Does the packaging protect the product and create a positive first impression?   ~ Is the unboxing experience memorable and shareable?   ~ Does the product itself meet or exceed the promised quality and functionality? By immersing yourself in your customer's world, you'll gain knowledge that no survey or focus group can provide. You'll find opportunities for improvement, spot areas where your company shines, and deepen your appreciation for your customers's perspectives. This is not a one-time learn-and-burn event; it takes time and commitment. So, leap and become your own customer. Embrace the journey, learn from it, and let it guide you in creating exceptional experiences that set your business apart. Check your company's return policy before you start. ;) Ready to walk in your customers' shoes? Please share your experiences, and let's inspire each other to build customer-centric cultures that drive success! #CustomerExperience #BeYourOwnCustomer #LeadershipLessons

Your customers don’t trust you (yet)… here’s how to fix that. Earning trust isn’t about flashy marketing or big promises— it’s about what you do every single day. Here’s the thing: Without trust, your business is running on fumes. Customers are smarter than ever. They can spot insincerity from a mile away. And if they don’t trust you or worse, if they don’t feel valued they’ll go elsewhere. So how do you earn their trust, make them feel truly valued, and create engagement that keeps them coming back? Here’s what works: 1. Start by listening (and act on what you hear).   * Run surveys, host focus groups, or jump on 1:1 calls with your customers.   * Pay attention to their pain points, frustrations, and needs.   * Most importantly: Implement their feedback. Listening without action destroys trust faster than ignoring them altogether. 2. Personalize every interaction.   * Address your customers by name.   * Tailor your messaging, offers, or coaching to meet their unique needs.   * Remember: No one wants to feel like a number in your CRM. 3. Be transparent—even when it’s uncomfortable.   * Made a mistake? Own it immediately.   * Raising prices? Explain why.   * Customers value honesty, even when the truth is hard to hear. 4. Engage meaningfully by creating value.   * Share free resources, Q&As, or tips they can use immediately.   * Celebrate their wins—whether big or small.   * Build community spaces for connection (think LinkedIn groups, Slack, or live events). 5. Go above and beyond with small, thoughtful gestures.   * Send handwritten thank-you notes.   * Offer surprise perks, like early access or exclusive discounts.   * Follow up on personal details they’ve shared with you (yes, remembering their kid’s soccer game matters). 6. Stay consistent.   * Deliver on your promises every time.   * Focus on quality over quantity—customers will forgive a missed update, but not mediocrity.   * Regularly measure satisfaction and make improvements where needed. Building trust isn’t rocket science—but it does take effort. Focus on these six steps, and you won’t just earn trust. You’ll build relationships that last a lifetime. Which of these are you already doing?
 Let me know in the comments I’d love to hear how you earn your customers’ trust. ♻️ Share if you wan to build trust in your market 🔔 Follow Mike Hays for more trust tips.

Welcome to the final installment of our series on the US industrial and manufacturing landscape. Throughout this journey, we've explored the dynamic changes reshaping the sector and discussed strategies for excellence. 1. Understand the New Customer Landscape: The industrial and manufacturing sector's customers are evolving. Today's buyers seek not just products, but solutions that align with their specific challenges. Dive deep into your customers' pain points, aspirations, and buying behavior to tailor your offerings. 2. Co-Creation for Value: Involve customers in the innovation process. Co-create solutions that directly address their needs. By including them in the ideation and development phases, you ensure the final product resonates. 3. Seamless User Experience: Design an experience that delights. Whether it's your product's user interface or the ease of doing business with your company, a seamless experience builds loyalty and encourages repeat business. 4. Data-Driven Personalization: Leverage data to personalize interactions. Tailor your offerings and communication based on customer preferences and behaviors. This level of personalization fosters stronger connections. 5. Proactive Problem Solving: Anticipate customer needs and provide solutions before they ask. Be proactive in addressing potential challenges, showcasing your commitment to their success. 6. Value-Driven Communication: Shift from product-centric communication to value-driven conversations. Showcase how your offerings solve problems and contribute to your customers' growth. 7. Collaborative Partnerships: Forge partnerships that extend beyond transactions. Position yourself as a collaborator invested in your customers' long-term success. Jointly tackle challenges and celebrate victories. 8. Feedback as Fuel: Customer feedback is a goldmine of insights. Actively seek feedback and apply it to refine your offerings. Customers appreciate being heard and seeing their input incorporated. 9. Agility in Adapting: Be agile in responding to customer feedback and market shifts. Flexibility in adapting your offerings demonstrates your commitment to meeting evolving needs. 10. Long-Term Relationship Building: Prioritize long-term relationships over short-term gains. By consistently delivering value and demonstrating your dedication, you establish trust that leads to lasting partnerships. In conclusion, the path to growth in the industrial and manufacturing landscape is paved with customer-centric strategies. As you navigate these transformative times, remember that understanding your customers deeply, co-creating value, offering seamless experiences, and embracing data-driven personalization can set you apart in a competitive market. Thank you for joining me on this journey of exploration and insight.