Category Archives: Customer Immersion

Customers who are a pain in the neck are really the great customers

I found this story on Marlin Steel’s road to resilience very inspiring for many reasons.  Please note paricularly: “The final line of defense for Marlin lies in the customers it targets: Greenblatt wants the toughest ones, the kind who make … Continue reading

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Should you study your customers in the wild or in the zoo?

I found this Don Sull post on observing customers very insightful.  Please note particularly: “To empathise with customers’ unmet needs, managers must observe them in the wild, not the zoo. To better understand the needs of Mexico’s less affluent customers, … Continue reading

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Are your executives immersed in your customers’ experience?

I found this Adobe’s Customer Immersion Program very instructive.  The program provides Adobe’s senior leaders with the opportunity to experience first-hand what their customers experience when they engage with Adobe:

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Are your executives isolated from your customers’ experience?

I found the recent Rita McGrath article on Five Ways to Ruin Your Innovation Process very insightful.  Please note particularly the fourth way:“Too little diversity of thought; too much isolation from customers’ experience. It never fails to amaze me. Companies … Continue reading

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