Keep People at the Center of Every Experience
What my grandfather knew My grandfather was the youngest child of Italian immigrants and grew up in Chicago's Italian neighborhood. He was always approachable and could work his way into anyone's heart. He sold office supplies in Chicago's Loop with a big grin and charm to boot, and he was one of the best, with the awards to prove it. His advice was simple: listen to your customers. Look at them. Understand them, and get to know them. Do that, and you'll find the right way to deliver what will make their lives better. He wasn't talking about closing techniques. He was talking about attention. The sale came from knowing the person in front of him well enough to see what they actually needed. Not a new idea, just a harder one Is this a new idea? No. My grandfather was doing it in the 1940s and 1950s. What's new is how complex experiences and company operations have become. In digital, we don't see people eye to eye. We see sessions, cl...