It could be just one of these obvious things. Off course we deliver what the customer needs, we are product managers, right?
Why do we then see strange things. When I last sat on an airplane it hit me, they even have different clothes. No on the passengers (although they do off course), what I talk about was the cabin crew.
Lets be the customer! You buy a flight you want to
- Get from A to B
- Check in
- Get a seat
- Get something to eat and drink
- Get off
More or less. So to what benefit for you are the numerous titles the cabin crew use ?
They are flight attendance, purser, head waiter and blah blah blah. They supposedly do different stuff, they even have different clothes to signal who is who.
And we passengers just don’t care.
We want coffee, we grab nearest cabin crew,
we want wine, we grab nearest cabin crew.
So all their titles, what good is it. For the customer none at all. For themselves obviously really important.
But hey, why are they there, for us or for them?
So make sure that what you deliver is of value to the customer, if is not, stop delivering it and find out what you should deliver instead.
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