Do you think your customers’ needs never change?  Really?  Where have you been the past few years?  Of course they change!  They can and they will, even without a global pandemic.

A small business believed that if they sent a survey to their customers once every 20 years, then it was good enough.  With the information they collected in that survey, they would know for sure what their customers wanted and then could provide that for them.

But wait a minute.  Think about this.  Have you ever changed your mind about something?  Are the things you want now the same as the things you wanted when you were five years old?  I hope not. 

Your customers’ needs will change too.  Life moves on, society evolves.  Years ago, cell phones didn’t exist.  But just because years ago, customers might not necessarily see the need for them, that doesn’t mean that customers today would feel the same way.

Your customers’ needs and wants will change.  Expect that.  Plan for it – both in terms of uncovering what it is that they need now and then also how you will give it to them. 

The past two years may have been a unique situation, but change is always happening.  To think otherwise isn’t so wise.