Do you think understanding your customers’ needs better could give you a competitive edge?
Ask your customer
If you feel uncertain about your customers’ desires, you will have a much longer – and a more expensive route – as focusing on essentials is more effective and cost-efficient.
Simply, it’s about asking. With my expertise, I’m happy to help you to solve this. Comparing your own views with the customers’ impressions is the way to start. It’s also good to keep in mind that internal customers are as important as external ones.
“If you cannot sell it inside, you cannot sell it outside”
My work with companies always begins with an examination of customer experience, a subject I find so fascinating that I even investigated it in my doctoral thesis (Hanken, 2013). If you are interested in taking a deeper look into the customer’s everyday life, see my doctoral thesis “Family as a customer experiencing co-created service value”. Read also my interview in Talouselämä (in Finnish) about customer experience in retail.
Boost your business with positive customer experience
In my work, I use non-complicated service design methods to clarify the information that is needed for business decisions to enhance your goals. The following three steps below (figure) illustrate the route I guide you through to ensure that your company shares mutual interests with your customers to accomplish the best customer experience.
- Defining company’s (sales) targets for each customer segment
- Investigating customers’ needs and desires: how well do they meet with our assumptions
- Redefining / setting out growth targets based on customers’ real needs
Let’s co-create and boost your business by starting from the customer experience!
Tip for investors
Did you know that customer satisfaction has a big effect on earnings? Companies that treat their customers well tend to produce better returns to their investors. Certainly something to consider in a due diligence process in order to increase understanding about the company’s customers.