Access Quote by Jay Baer
“You have to understand not just what your customers need, but how and where they prefer to access information.”
About This Quote
Source Book: Yext: The Future of Customer Experience, 2019
Understanding customer needs also requires knowing their preferred channels and contexts for information access.
In simple terms: Know both needs and preferred channels.
Key Takeaway
Align content with where customers seek it.
Themes
customer experience
communication
strategy
Mood
analytical
strategic
Type
advisory
practical
When to use this quote
- marketing campaigns
- product design
- customer support
- digital platforms
Key Concepts
channel preference
behavioral insight
information architecture
Questions to Reflect On
- How do you identify preferred channels?
- What data reveals channel gaps?
A Different Perspective
Assuming a single channel works for all can miss niche preferences.
