For this discussion, you will first be tasked with finding two examples: one where companies were displaying tactics that showed they were customer-obsessed, and one where they were not. Your examples could from personal experiences or could be found from articles, ads, posts on social media, etc.
Initial Post
For each example, provide a brief summary of the situation making sure to include any pertinent links (tweets, videos, articles, etc.). Keep in mind, you may need to do some digging to more clearly understand the scope of the situation – both from the perspectives of the customer and from the business. Then provide your analysis of the business’ actions in each example:
- For positive examples, describe what indicators you saw of the customer-obsessed tactic
- For negative examples, how did the business’s lack of focus on the customer manifest? What should/could they have done differently to demonstrate that they were customer-obsessed.
Responses
After you have completed your initial post, spend time reviewing the initial posts of other students. As you review their responses, engage others in discussion using the following questions as a guide:
- What trends, if any exist across the examples?
- Why do you think those trends exist?
- Which one of the trends would you prioritize if you were leading an organization?
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