Warning: this content is older than 365 days. It may be out of date and no longer relevant.


Reflections tell us a lot.

When we look in the mirror, we see ourselves. We see what others see.

When we’re out and about, reflections tell us when it’s safe to change lanes while driving.

When we’re being vigilant about personal safety, reflections give us glimpses of who’s behind us.

We don’t need a ton of time to make use of a reflection, either. Staring into a mirror while driving is harmful, while quick glances are helpful.

We use reflections best in small doses, but frequently.

Looking in the mirror once a month doesn’t help you decide how you look for the day.

Glancing in the rearview mirror at the beginning of the drive and then not again doesn’t help you drive the car.

Checking the presence of a suspicious person once doesn’t keep you aware of where they are as you make your journey.

In marketing, reflections are what our customers have to say about us – sometimes to us, sometimes to anyone but us. Our customers’ words about us are our reflection, the way others outside of our organization see us.

Sometimes, what’s reflected isn’t flattering. We may have poor customer service. We may have terrible product quality. We may have egregiously high prices.

It’s then up to us to change what’s reflected if we want our customers happier, more satisfied with their purchases, more loyal to us for future purchases.

But we can’t do that if we don’t see our reflections. If we don’t listen to what our customers have to say, directly from their mouths and in public forums.

So, the real question is: how often do you check your business’ reflection? How often do you listen to real customers and what they have to say?

You might also enjoy:

Want to read more like this from Christopher Penn? Get updates here:

subscribe to my newsletter here

AI for Marketers Book
Get your copy of AI For Marketers

Analytics for Marketers Discussion Group
Join my Analytics for Marketers Slack Group!