Meet a Deputy Managing Director who discusses amongst other topics, product development, branding, customer service, digital communications and parachuting? Meet Leigh Riley, the Deputy Managing Director at Cosatto – a British designers of push chairs and prams. After not knowing what to do with his life for a few years (24 to be precise), Leigh found his passion for problem-solving at Cosatto and soon made his way up the ranks, very much ‘learning by doing’. A believer in life long learning (but fast, life long learning), Leigh understands the importance of listening to customers and trying to understand what they are trying to say rather than what they are actually saying in order to solve their problems, issues and pain points.
The top tip this week is all about images, yep on an audio media.
– Listen to your customers, it is the basis for EVERYTHING. But make sure that you are problem solving and not just simply doing what the customer is telling you. Do your research, listen to the intel and insight you can now gather fairly easily and act on this to solve issue and problems that are frustrations for you market. Look at what your customers pain points and problems are and try and look for solutions. At Cosatto, they aren’t reinventing what isn’t broken, yet looking at where they can make those small improvements to products that can solve a problem for their target markets.
– Leigh described the omni-channel approach, where the customer journey usually starts online and can very much end with a purchase from a physical store, due to the nature of the products they sell. Its important that we understand and can map out our customer journey, in order to provide better customer experiences at every touch point
– There are so many more methods and ways to learn than the traditional ‘read and learn’ approach, which is still applicable today, but you should never feel prohibited to one form of comms when it comes to learning. Blogs, webinars, audio books, podcasts (like this one), workshops, online chats, online courses and video can all be used. The theory and practical examples and learning is still the same regardless of where you’ve listened, read or seen them, it is simply the comms channel that is the differentiator.
Just remember to try it at 2.5x speed!
Music Featured on this Podcast:
Sleepy in the Garden
Lobo Loco www.musikbrause.de
Creative Commons License