How to see the world through customers

Do you want to have the ability to see the world through the eyes of customers? Here are a few ways to:

The biggest worry for entrepreneurs today is that "even though I want to get to know more about clients, customers are getting more and more out of it." Why do so many bosses think so? Let's analyze This:

Customer brand loyalty is now much lower than it used to be, and is more evident in the banking, pharmaceutical, energy, aviation and media sectors that have been affected by the reputation of the financial crisis. Even if you're not in the industry, you may have a little experience.

With the social media, the rapid development of online shopping and the great choice of rich, now more powerful customers.

Increasingly diverse customer needs, so that a variety of market segments rapid projection, customer demand for in-depth insight is also particularly important.

As the proportion of spam information on the internet is increasing, a large number of complex network data makes it more difficult to understand the needs of customers.

The uncertainty of the economy and the deluge of information also plague customers, making them less attentive to the product itself and more interested in other add-ons.

5 ways to help you understand difficult customer ideas:

Put yourself in the customer's option. Apart from the business, first understand the customer's suppliers, partners and other aspects of the various options. This process will also deepen your understanding of other competitors and better respond to their subsequent actions.

Focus on customer experience. Meet with special attention to the core customer's feelings, and pay attention to the need for improvement. Some hospitals have interns pretending to be patients to experience the admissions process. Some customers ask their managers to personally experience their customer service center. If you are not able to truly experience the customer's feelings, then do a full range of role play in the company to deepen understanding.

Professional close-range customer service. Some banks integrate logistics personnel into customer groups, narrowing the distance to communicate with customers. IBM sent experts from different departments to the scene to meet with customers to better understand and service customers.

and customers to learn and grow together. GE invites top Chinese customers and GE executives and account managers to participate in leadership and innovation seminars. This will not only give GE management a better understanding of Chinese management concepts, but also affect the needs of Chinese customers.

The skills of anticipation and expectation. Like Steve Jobs and Richard Branson, keep a close eye on customers ' future needs. Tools such as scenario design can be used to look at the many possibilities of future needs, and then explore the impact of possible market changes on customer needs.

Remember that sometimes you have to put aside your position to understand the customer. Psychologists know that people like to listen to what they expect from their hearts and tend to ignore others. It can make you miss important opportunities or turn a blind eye to opportunities.

So, like anthropologists, listen and understand customers from different angles. If you really want to, then you will be able to do as you wish.

(via Inc)