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How to build trust and win your customer’s attention with Seth Godin

The Eric Ries Show

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Redefining Success: Moving Beyond False Proxies

False proxies often mislead judgment in various contexts, such as politics, workplace evaluations, and customer service metrics. For instance, height has been statistically correlated with presidential votes, yet it has no true relevance to a candidate's capability. Similarly, factors like a person's skin color, educational background, or speech impediments are arbitrarily used to assess potential, simplifying the complex evaluation of true competence. Within professional environments, measuring efficiency through metrics like call duration can be misleading; a focus on time per call neglects the value of building trust with customers. The example of Zappos illustrates that longer calls—when aimed at solving customer issues—can foster deep trust, which ultimately results in significant business success. Prioritizing meaningful interactions and customer satisfaction over superficial metrics is essential for true success, urging a shift towards more impactful measures of value that enhance the overall customer experience and satisfaction.

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