10 Ways to Know Your Customers Better
It's more than just asking them questions.
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1. Observe them using your product.
2. Observe them using your competitors' products.
3. Asking a customer what they think will get you useless data.
4. Asking a customer what they want will get you even more useless data.
It's your job to figure out what they need based on what you observe, not what they tell you they want.
5. Go beyond the product: explore the environment
Home entertainment product? Watch a movie with them.
Enterprise software? Go sit with your customers in their cubicles and watch them do their jobs.
You'll see all the unseen "hacks" they are dealing with to get the stuff to work.
(I once worked on a set-top piece of hardware for a major messaging company and we observed customers unboxing and installing the product onto their TV setups which was amazing information - people's houses and entertainment setups are a DISASTER - including a lot of telecomm execs...).
6. Learn about your competitors' customers in THEIR environment
7. Have them "rate" their experience in real time
It could be: "On a scale of 1 to 5 where 1 is awful and difficult and 5 is extremely easy and satisfying, how would you rate this?"
8. Then get them to tell you how you could make it a 5 star experience
9. Don't be clinical about it. Customers love to talk to PEOPLE, not robots.
10. Make customers your partners in creation.
Then follow up with progress.
Make them exclusive beta customers.
Watch your retention rates soar.
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