Keith Cunningham said, “what would your business look like if you never lost a customer”.
For the last few years, I’ve thought about it a lot, I thought about what the business would look like, but comparing it to now, how it is.
I think I missed the point of the question. It came to me this morning what would my business look like if we had never lost a customer, what type of business would it have to have been and what would it look like now? What would the business have had to look like in order to have made that happen?
What would the business have had to look like in order to have made that happen (that we had never lost a customer)?
This is such a great question and it forces us to do two things:
- Imagine the perfect business from the customer’perspective.
- Imagine what things would have to have looked like at those moments when things have gone wrong in the past for them a) not to have gone wrong in the first place or b) if things had gone wrong, for the situation to have been resolved so well after they went wrong that we turned it around and showed how much we cared and won a raving fan?
This is where we can start building a list of potential things to work on, it’s what is called the Product Backlog (PB) in Scrum.
