Crazy or what?

I did a crazy thing this month. I sent out a short survey to a number of clients and ex-clients asking for brutal honesty.

And I got it.

I deliberately targeted a few who had fired me. Most people were very complimentary. But a small number mentioned the same issue that bugged them. I was unaware of this issue and will now do everything to fix it.

This made me wonder how huge brands, particularly services, could benefit by asking, “What one thing could we do better?” Imagine what a Bank could learn if it asked this simple question. And imagine how its brand image would be improved just by the act of asking.

If this becomes a marketing fad of the future, remember you heard it here first.