Usually, after I write a new blog post, there are couple of people I call to get their professional feedback. So the yesterday’s blog was no different – I got several praises and affirmations, others said that I have written better posts in the past, but Christy Li said “I loved it, but I couldn’t comment on it because it’s too obvious!” This last remark made me think of an interesting topic which is very much related to yesterday’s post about customer feedback – giving the case of airline companies who neglect to listen to their customers.
Christy is absolutely right – it is obvious that we should collect customer insight; it’s obvious we should empower our employees with knowledge for better yields; it’s obvious we should engage with our clients, but we still neglect to do that – “that” being the Obvious! Sometimes the answer is staring us right in the face but we fail to recognize it. As marketeers, we have a tendency of dwelling in difficult solutions to simple problems. Ironically, we are all guilty of turning down the obvious – I remember back in school, when I used to get a multiple choice question, I sometimes consciously avoided choosing the obvious answer because the solution cannot be that easy! Guess what, I was wrong – the answer doesn’t have to be obscure or difficult to be correct – marketing follows the same logic!
Don’t take the obvious for granted – Think About It!