Who is your Customer Now?

During a conversation yesterday with one of our networking contacts (not even a prospect, really, just a helpful contact who shared some useful information about his organization and how it’s, well, organized), Megann listened carefully to a map of how the contact’s workplace functions, and with a few well-placed probes like:

  • “Who makes this kind of decision?”
  • “Who uses this sort of information?”
  • “How does your new role compare to your old role?”

…she was able to get a much richer understanding of this fellow’s world. Because we spend the vast majority of our time thinking about prospects and customers (how to find them, get them, talk to them, and keep them), we’ve learned that everyone has customers of some sort. Maybe not the traditional customers who go to a retailer for everything from a quick transaction to a lifestyle experience. And maybe not the kind that write contracts for delivery of goods and services at an enterprise level. But if we think of customers in terms of customer service, each of us, in our business lives, serves someone. That someone is a customer. Just like that, the right question was formulated.

“I know your role has changed and you’re not responsible for customer insights as you once were, but who is your customer now?”

Asking our contact to frame his activities from a specific viewpoint made it possible to get a great understanding of how he relates to his organization’s stakeholders, and what kind of information he might have, or need, at a later time. So the next time you need to understand someone who thinks they don’t have customers, ask them to:

  1. Think about who they serve with what they do.
  2. Describe that individual as their customer.
  3. Tell you about what they do with, and for, that customer.

We’re fairly certain you will gain a richer understanding of how that contact’s world works.

Customer discovery. It’s everywhere.

We’re asking – and listening,

Megann and Steve

Want to hear more? Get in touch via our website, or meet us at an upcoming event, like Invest Atlantic, or ProductCamp Atlantic.

Switch it Up for a Richer Product Story

This week we’ve been using metaphors and serious games to tackle a host of business problems, and we’d like to help your organization to do that, too. We’d love to hear from you.

We were back at Dalhousie University’s Norman Newman Centre’s Starting Lean Initiative yesterday, working with the participants in their special Summ’erUp program. It’s great to see these young entrepreneurs progressing – some getting ready to beta their products, others still in development – but all of them needing to find the best way to tell their stories. We’d like to give a shout out to Peanut, Bootstrap, and Applicable Labs, especially, for the work they put in on their Product Boxes.

Product Box is a great, fun tool created by our friend Luke Hohmann – originally introduced in his book, Innovation Games®, and which has evolved into a whole suite of solutions available from Conteneo®. We’ve adapted it to use in all kinds of situations, from creation of new products, to re-inventing brand stories, to simply getting customers to relax and have fun before engaging in a strategic conversation. Look at some of the great examples from our friends at Bootstrap – the pictures really do tell the story of what they have in mind for helping young Nova Scotians stay here in this beautiful province while re-inventing the economy:

Bootstrap Product Box 4Bootstrap Product Box 1

Bootstrap Product Box 6Bootstrap Product Box 5

Bootstrap Product Box 2Bootstrap Product Box 3

See how the metaphor of Product Box really tells the story? Bootstrap, we’re really proud of you and your colleagues at Summ’rUp. Keep up the great work. 

If you and your team would like to use these and other serious games to solve problems, build strategy, or work more closely with your customers, just let us know.

We’d love to play our games with you,

Megann and Steve