What if the secret to getting customers to fall in love with your brand was as simple as asking them what they want and then just giving it to them? This question is at the center of a new industry book, Ask & Deliver: Discover the Heart of Your Business by Listening to the Voice of Your Customers, from branding and marketing thought leader Mary Ann O’Brien.
The new book from O’Brien—founder of the Omaha-based brand strategy, advertising, and experience firm OBI—presents a refreshing new perspective on customer relationships. The book is from the publishing imprint of Forbes, and now available.
In the book, O’Brien demonstrates how being direct with your customers—asking them what they want, listening to what they are really saying, and delivering the exact experience or product they want—can transform your business and spark growth. Based on the evolution of OBI and the pioneering O’Brien Voice of the Customer survey, it reveals the core concepts that have made her an industry leader.
Mary Ann O’Brien
Using one company’s fall from grace as a central example, this book opens with the survey’s debut trying to pinpoint the reason why Gateway computers fell out of customer favor and ends with O’Brien applying her survey to her own business and the unexpected changes that followed.
“By inviting the customer into the conversation and having the courage to listen and the conviction to guide their business based on what those customers say, the best brands are not only informed by their customers, they are formed by them,” O’Brien said.
