February 26, 2019 by Arkin

Understanding your customer’s ‘why’ will help you to deliver a service that feels meaningful and personal.

Why start with why?

Simon Sinek’s book Start with Why is an international bestseller, and the TED talk on the subject is the third most watched of all time. And it’s easy to see why – it’s a powerful concept that resonates deeply. Sinek argues that the best way to inspire ourselves and others is to think about purpose. But that’s a question we rarely ask ourselves, so when we do, it can leave us a little stumped.

To help explain, Sinek puts it into simple terms, before we think about ‘how’ and ‘what’, we should ask ourselves ‘why’. Why are we doing what we’re doing? Why are we getting out of bed in the morning? When we tap into that, there’s no turning back.

So how does that help us if we are in retail, hospitality or any other customer-facing industry? At NKD we believe that by tapping into our customer’s ‘why’, rather than diving straight into the ‘what’ and the ‘how’, we can transform our customer experience, delivering something more meaningful and personal.

NKD Model based off the simon sink model but asking what about the why for your customers

As we can see, thinking about our ‘why’ helps us tap into our purpose and our reason for doing something . From there, we can shape exactly what we want to do and consider how we want to deliver it so that it is distinctly us.

And so when shaping our customer experience strategy we have to truly understand our customer and their ‘why’. Getting underneath their ‘why’ helps us truly connect with them, understand what they are looking for and how they want it delivered. Only then can we make their customer experience meaningful, purposeful and something that really resonates with them.

Are you struggling to find your customer’s why? Hit connect below and one of our customer experience experts will get back to you.

Or, check out this short animation all about how we supercharged customer experience for one of the UK’s biggest supermarkets.