What I have learned from our customers

1-minute summary

In this episode of his CEO diary, Christoph Standl talks about what he has learned from customers. As a technology company, the temptation is to think first about what is technically feasible – what can we program, what can we automate, what can AI do today? But the really important question is: which problem do we solve with it for our customers and, in the end, for the guest? Many developments at Tourismus Interaktiv therefore did not come from a desk, but from conversations with tourism regions, municipalities, cities, hotels and attractions. One customer needs information even when the tourist office is closed; a hotel wants to offer information right in front of the building; another wants to manage content simply and centrally – and at some point it becomes clear: these are not individual wishes, there is a fundamental need behind them. The task is to listen, understand the real problem and develop a solution that helps many other customers too – individuality and standardisation don't have to be opposites. A guest in Hallstatt has different needs than a guest on Usedom, and yet a lot repeats itself: up-to-date information, reliable systems, simple administration. At the same time, technology alone is not enough – a complicated product that doesn't solve a real everyday problem is of little use. Although his role as CEO is changing a lot and he is handing over more responsibility, there is one thing he doesn't want to lose: direct contact with the market. Because behind a sentence like "Actually, we'd still need …" there is often already the next product idea. Good companies don't just talk to their customers, they learn from them. Big changes often begin with small daily steps.