How to Experience Growth

I was pulled into a news report recently by this statement, “In the past three years, not including this year, this company has had an increase in sales of 749%.”

“What?” I thought. “Did I hear that right? Did that company have a 749% increase?”

I grabbed the remote, ran the story back, and listened again. To my amazement, yes, that was precisely what had been said. In addition, the company was adding 59,000 square feet to its 740,000 square foot warehouse and one hundred more employees to its 250 employee force. It was also expanding into Ireland and Hong Kong. “We can’t keep these products on the shelf,” noted the company president.

Like you, I wondered, “What do they sell?”

He soon revealed what the company sold by forcefully dropping an iPad on the floor. The iPad was picked up from the drop, and it worked perfectly. The iPad didn’t get damaged because it was protected by the coverings that the company sells. This company, Otter Box, sells protective coverings for iPads, iPods, iPhones, Blackberries and other devices. These coverings are very effective protection. During the report, iPads were dropped several times with no resulting damage due to the protective covering.

While all of that is very impressive, the reason that I am sharing this information with you is why the company president stated the business was successful. “We listen to our customers and give them what they want.”

Wow! This is a business which not only listens to the customer, but implements what the customer says that he or she wants. Even more, the business admits this to be the key to its success. On its Web site, the company proclaims, “Throughout the years, we've listened to customer feedback and attribute the evolution of our products to consumers who've challenged us to take the idea of a protective case to the next level.”

In this sluggish economy where many businesses are struggling, this company is experiencing an astronomical, almost unbelievable increase of 749%. Yes, Otter Box has a hot item that they are selling, but that wasn’t always the case. Company founder Curt Richardson started out with waterproof boxes which did not sell all that well. After listening to the wants of his customers, he developed the boxes into four product lines of device-specific cases for today's hottest technologies. He morphed his company’s offering to fit what his customer wanted. Before he did that, he talked and listened to his customer.

Have you talked and listened to your customer lately? Your customer has the key to great opportunities for your company.