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The Secret to Delivering Users What They Need (Before They Even Ask)
The most successful companies realize the value of listening to users — and giving them choices.
Southwest Airlines founder Herb Kelleher reportedly used to say: “If you rest on your laurels, you’ll get a thorn in your butt!” It’s a cheeky way to capture his and his company’s commitment to never settling and to continually improving the customer experience. It’s a commitment that starts with listening.
Listening is what led the airline company to recently announce its plan to invest $2 billion in outfitting their planes with enhanced WiFi, power ports at every sea, larger overhead bins, and more.
As CEO Bob Jordan shared, “We listen to our customers, and their insights help us deliver on and exceed their expectations.”
Wifi may not seem like a big deal but at the end of the day, those details make the difference in winning customer loyalty.
Throughout Jotform’s 16+ years in business, I’ve tried to make a priority of listening. That’s how we landed on our latest product, Jotform Store Builder — a new type of Jotform app that Jotform customers can use to quickly and easily sell their products or collect payments online. We hope they’ll be as excited about the rollout…
