How to Get Great Customer Feedback and Avoid Turning Your Product into an Ugly Sweater
Want to know the one characteristic my clients share across all my work? They’re passionate innovators who come up with fabulous ideas about how to better run their businesses and serve their customers. And they have no problem finding someone – a stakeholder or customer – who likes their idea. They tell me, “I showed […]
Do You Care about Your Customer’s Point of View?
Celia and Joseph came back to the workshop after lunch filled with customer information. They had been instructed to dig into their customer’s point of view and their emotional measures of success, what made them feel good about working through their tasks. The topic had been presented during the customer empathy discussion that morning. The teams […]
Developing Empathy through Customer Interviews
Celia entered the room where their customer discovery workshop was being held. She hadn’t been able to sleep last night. She was filled with excitement for the innovation journey ahead but she also was worried – was this approach going to work? Would building empathy for their customers lead to new innovative ideas? Or would […]
The Customer’s Job-to-be-Done
Your customer has a task they are trying to accomplish. For example, a dad buying a minivan wants to safely deliver his daughters (and all her friends) to their activities and back home again. When that dad comes to your car lot, that is his job-to-be-done. Yet many businesses treat that customer as if he […]
Customer Discovery and the Beginner’s Mindset
I love the word discovery. To me, it conveys uncharted territory and exploration. If I seek to discover, I have a mind open to new ideas, and I expect to be surprised by what I find. Add the word “customer” before discovery and I am poised to learn extraordinary things from my customer. While a […]
Exploring Customer Job-to-be-Done
Kim, Jack and Celia were planning their customer deep-dive workshop scheduled for this Friday. They would spend the morning learning how to interview and observe customers, and then at lunch, conduct a few interviews to put their new skills in practice. “What will we do with the information we collect?” asked Jack. “How do we […]