The Customer's Tastebuds Are Always Right
When
I tasted the Greenwich Pizza ‘Garden Delight’
in the Philippines, my tastebuds got a shock!
The pizza was covered with sweet tomato sauce
and the cheese on top was cheddar.
I’ve been eating pizza all my life. Pizza is made
with tangy tomato sauce and should be covered with mozzarella
cheese, right? Sweet sauce and cheddar is no way to
make a pizza.
Unless you want to sell a lot of pizza in the
Philippines.
Greenwich Pizza doesn’t care what pizza is known
for in Italy or New York or anywhere else for that matter.
Greenwich wants to dominate the Philippine pizza market.
As far as they’re concerned, when you are in the
Philippines, Philippine tastebuds rule.
If the local market wants sweet, then sweet tomato sauce
it is. If local customers prefer cheddar, spread on
the cheddar cheese.
Global brands Pizza Hut, Shakeys and Dominos all sell
pizza in the Philippines. But local Greenwich is the
market leader.
Why? Because Pizza Hut, Shakeys and Dominos all make
their pizza to global (not local) pizza standards. With
plenty of tangy tomato sauce and mozzarella cheese.
Key Learning Point
Question: Who knows
best what customers really want? Local businesses or global
corporations?
Answer: Neither. The people who know best what customers
really want are the customers themselves!
Action Steps
Do you think you
already know what's best for your customers? Or do you
really listen to learn what your customers prefer?
Next Article in Customer Service Contact >>
Add Value First, Reap Later
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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