In order to understand customers, voice of the customer projects undertakes to speak to actual customers! A discussion guide focuses the conversation on key topics about which you want to learn. Based on internal stakeholder interviews, and existing internal and external data sources, a discussion guide provides the framework for what you need to learn […]
The following checklists consider; which customers to include when conducting market research, and how to decide which customers to involve in your learning. Voice of the customer, face to face usability testing, customer persona development and customer journey mapping development are some of the examples where these customer selection lists are useful.
Customer journey mapping uncovers the myriad of ways customers touch; your people, your processes, your marketing content and your solutions. And, as with anything new, getting started is easier when you have a sense of what the outcome is like. Maybe you’re looking for examples to introduce the idea of customer journey mapping to your team (or even your […]