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“Suspicious of common sense and continue to change from customer perspective” is a way of thinking that continues to renew business to a truly valuable form for customers without trusting past success experiences.
The most important thing is not to create an eccentric idea. suspicion of the industry, finding customer dissatisfaction, dissatisfaction, and changing behavior.
The essence of this word
The fear of business is the memory of "I can do well in the past" rather than failure.
In the seller's side, you can always have a common sense. Contact us by phone. The contract is written on paper. Prices are quoted in this unit. What you can know if you explain in this website.
However, customers don’t want to get to know.
The customer wants to end quickly, don’t get lost, and the anxiety disappears. If you continue to say that it is normal in the industry without seeing it, you will not be selected a little by little.
Questioning common sense is to doubt the correct answer of the past
When you hear “suspicious common sense”, you can hear anything like breaking. But it is different.
What should be suspicious is the rule that does not give value to customers.
| Questions | Contact Us |
|---|---|
| Old Procedures | You really need this procedure |
| Industry Practices | Do not push the seller's convenience to the customer |
| Experience | Is the same value for today’s customers? |
| Internal rules | Increase customer wait times and time zones |
For example, it is not customer value if the reason to write the application on paper is "in-house processing is likely". If the reason why you can wait for a long time in the store is only for personnel placement, it is simply inconvenient from the customer.
The question of common sense is to be seen from the customer's experience rather than the correctness of the company.
The customer’s point of view is not “customer first”
Customer perspective is not a clean slogan.
In practice, it is quite mud smell observation.
When is the customer? Which screen are you leaving? What do you ask for? What is wrong? What are you worried about?
When you look at this page, your customers will be disappointed.
- Inconvenient: Long procedure, hard to find, can be entered again and again
- Dissatisfied: Not easy to understand, lack explanation, slow response
- Anx: I don't know the cost of failure, I can't see the cancellation conditions, and the support destination is unknown
Customers may not be able to speak clearly. I feel that it’s troublesome and I don’t know it. The more you pick up this ambiguous draw, the better it is.
Keeping the change is to try and update small
Change is not the end if you change largely.
It’s rather important to try small, look at numbers and reactions, and try again.
For example, the following improvements are not派.
| Example | Value for Customers |
|---|---|
| Reduce entry items in the application form | Minimal withdrawal |
| Show price list on one page | Easy to compare |
| How to make FAQ | Anx is eliminated |
| Automate information after contract | Find out what to do next |
| Explanation of stores, sales, and web | Customer is not confusing |
The ever-changing company does not have the perfect answer from the beginning. We are updating the way to respond to customers.
3 questions to work
If you use this approach in practice, you should check the following three regularly:
First, “Who is this a rule?”
There are rules necessary for internal management. However, if it is the burden of the customer, there is a room to find another method.
Next, “Where is the customer?”
Application, purchase, inquiry, cancellation, update. There are usually inconvenients and anxiety in the place where customers stop.
Finally, “What to measure after changing?”
It is better not to finish in the atmosphere. If you decide the indicator to measure the change, such as application completion rate, number of inquiries, cancellation rate, re-purchase rate, response time, etc., it will lead to the next improvement.
“Suspicion of common sense and continue to change from customer perspective” is to incorporate the work from the value of the customer without finding the correct answer of the past.
What is important is not to break the common sense. reducing unwanted features, anxiety and frustration for customers.
In order to do so, not only look at the customer's voice, but also see the behavior. Change small. Check with numbers. Thank you. This repetition will gradually increase the quality of our business and services.
Reference
- Date: 2026-05-26