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Do you REALLY know what your customers want? It’s a moving target and if you don’t meet their wants and needs, they’ll move on to another vendor. Stephen Hewett, inventor of the Net Customer Needs Score shares how to identify what customers need, how to stay ahead of your competition, and how to disrupt and avoid disruption.

Stephen Hewett

Stephen Hewett

Executive Director at iCustomer

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How to Know What Your Customers Want

Stephen Hewett

Mark S A Smith: My guest today is Stephen Hewitt, who is the executive director at iCustomer, and the internal consulting group Global Thought Leader on customer needs and growing your business by identifying and providing those needs to your customer. He is the creator of the net customer needs score that allows us to understand if customers are getting their needs met and what to do next. He is also the author of three books, The Customer Centric You, People Centricity, and Customers Are the Agenda. He is also a pilot and a strategic thinker about how to make more money as fast as you possibly can. Welcome Steven.

Stephen Hewett: Hi Mark. It’s a pleasure to be here.

Mark S A Smith: Tell me about how you chose to create this net customer needs score. We’ve all heard of the net promoter’s score, and you’ve come up with what you think is actually even more powerful. I happen to agree with you after our conversations. Tell me how you came up with this?

Stephen Hewett: Well Mark, it actually started a long while ago. As you mentioned in your kind introduction, I started life as a pilot and when I was taught to fly, I was given an option. I was told that I could be taught by rote or I could be taught by first principles. And first principles are always better because you only have to learn a small number of things, and then you can apply those principles to pretty well everything that happens to you when you’re flying. And I’ve chosen to take that piece advice forward into my business life which I’ve been doing for the last 30 years.

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