Strategy and Customer Understanding


Your customer experience must support your corporate strategy. You need to work and focus on defining the customer experience that best aligns with:

  1. corporate vision,
  2. target market
  3. value proposition, your products & services
  4. unique strengths (competitive advantage)
  5. financial objectives
  6. core values

Be aware that the wrong customer experience would confuse your customers and send them to a competitor.

In addition to the strategy alignment, your customer experience must align with your brand attributes, you need to guide the activities and decision-making of employees at every level of your organisation, so that they can deliver on your company’s brand promises.

Companies need to understand and get a complete picture of what their customers really need, want and aspire.

Practices to understand client needs:

  1. mining unsolicited customer feedback, customers constantly provide unsolicited feedback about their experiences via emails, call, chats, social media, etc.
  2. conducting ethnographic research, this is simply observing your customer’s behaviour in a natural setting
  3. gathering input from employees, each of frontline employees interact with dozen or hundreds of individual customers and routinely witnesses with good and bad customer experiences.
  4. companies can create “Voice of the employees programs

As an example of a low tech approach, you can place whiteboards in prominent locations for employees to share ideas for improving the customer experience and track ideas from submission to implementation.

Thinking you know what customers want is risky. Most companies neglect to build a foundation of customer understanding before they develop products, services and experiences strategies, and then proceed with costly initiatives.

Employees and managers very often fall into the trap of assuming that what they want is what customers want.

To avoid this trap, you can:

  1. use personas to document who your customers are. Unlike market segmentations, which typically remain nameless and faceless, personas come to life with names, photos and vivid narratives that describe real life scenarios.
  2. once you have developed your personas, you create journey maps that visually illustrate a particular persona’s activities over time. You can plot the entire course of a customer’s relationship with a company or zoom in to just one particular part of the journey

But remember, you end goal is not the personas and journey maps themselves, your end goal is deep customer insights.

Once you complete this part, share your customer insight early and often, use all channels available and meet regularly with employees and business functions for all the company to be in the same page.

Read more: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning, Kerry Bodine and Josh Bernoff. Forrester Research.

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