One of the central tenets of being a customer centric leader is listening to customer feedback and responding with action.
There is no better recent example than Elon Musk’s response to a customer complaining about the Tesla charging stations being used simply as car spaces.
The Tesla customer complaining happens to be Loic Le Meur, a fellow entrepreneur and major tech influencer, with 130k followers on twitter. You could argue that probably holds more weight than just your average customer but clearly the issue was one bubbling up and on Elon’s mind.
Here is the interchange from the two on twitter below:
Loic’s tweet was responded to within 20 minutes and within 7 days the press announced “Tesla to begin charging idle fees to those remaining on the charger beyond a full charge”
As the team at OfficeChai reported:
“Tesla was going to charge $0.40 for every minute a fully charged Tesla would stand at its parking stations after a five minute grace period. This simple change would ensure that people wouldn’t leave their cars at parking stations, preventing others from using them.
And what’s incredible is the pace at which the product change was implemented. Tesla might still call itself a startup, but it hardly is one – it has over 30,000 employees, and large engineering teams. To have a product feature conceptualized, implemented and shipped in a week is nothing short of miraculous.”
Now this might not be the perfect solution but Tesla will listen to customers and refine further as needed.
This is what customer centric leadership looks like in action, in this case led from the top. Elon’s expectation is that everyone in Tesla is listening to customers and responding to continually refine and improve the experience and value being offered.
Are you are customer centric leader? Find out more in our book, the Customer Culture Imperative