customers
What customers are saying and thinking about you
A few years ago, a passenger complaint letter to Virgin Atlantic circulated around the web. It was very long, fully illustrated with photos, clearly somewhat tongue-in-cheek, and very funny, but it made a few good points about the bad food and surly service this particular passenger had experienced.
Unshakable Beliefs: Know What Your Customers Want
One thing is to know what your customers want to do, another is to understand how they intend to get it done. It’s easy to look at their goals and tell yourself that your product will match their needs. However, if you don’t understand their internal philosophy about what they are doing and why they
Explore Observe Ask: Suspend Your Own Assumption
I used to spend a lot of time in India, as most tech guys do. The subcontinent can be spectacularly disorienting for a Westerner. On one trip, I stayed in a blissfully air-conditioned, five-star hotel. Outside there was 100-degree heat, and the uniquely foul stench of Kolkata’s open sewers and packe
Cell phones and the value chain
Your customers will change the way they use your products in ways you don’t currently anticipate. Do you remember when you got your first cell phone? I was living in Chicago when the city was selected for the first FCC trial of a cell-phone network in 1984, and I jumped at the chance to try […]
Where are your future customers?
How will you identify and locate customers in five years? Every hot trend reaches a point I like to call the “Uncle Larry moment.” You know what I mean. It’s the juncture where one of your older relatives announces he’s taken up something that had seemed cutting edge, futuristic, and exciting up til
Are customers a source of ideas for innovation?
Of course, innovation should be customer focused. At a minimum, most companies will conduct a focus group, survey, or other market research periodically to gauge customers needs and wants. This data is provided to innovation teams, as one of many inputs, to help them frame the ideas that will lead t
Being Claustrophobic
Now – I’m not claustrophobic in the traditional sense. I’m fine with getting into elevators, small rooms or especially small office cubes. What I am claustrophobic about is spending too much time in the office and away from customers. Many teams become so internally focused that they get myopic on
