Don’t forget your customers

We often forget the existence of our customers in our everyday work and conversations in order to churn out the waves of the tasks. To churn out these tasks we try to get information or materials from each other. There are no customers in between us. My mentor told me to always think about “added values” to our work from emails to our main work — Design. I keep reminding myself what makes it easier for them to process their things with the information I provide, even if they don’t recognise or feel.

I believe added value is one of the important things for a business to grow. For example, when organisations offer products which have similar technology and features, customers will look for services, care, and all that one could ask. They look for added value in the products. A subtly added value may create great differentiator from competitors.

Sadly, it turns out when you work inside of organisations, adding value in services; “OMOTENASHI” (hospitality, care) are forgotten. There are no customers in our conversations. Even if there would be customers in our discussion, not many people know how to serve and deliver OMOTENASHI to customers. A challenge is how we can add value to the digital products.

(This is my comment on Business Wisdom via a High Perch in Tokyo November 23, 2018 by John Maeda )