Your Customers Are Martians May 4, 2008
Posted by Bruce Temkin in Customer experience.trackback
Okay, your customers aren’t really Martians (unless, maybe, if you work for a space agency). But they might as well be. I’ve started to use the metaphor that “companies are from Venus and customers are from Mars:”
The gender gap is nothing compared with the company-customer gap. These entities have completely different motivations and conceptual frameworks. Without a disciplined approach to customer experience, people have a stong bias towards developing experiences from the left to the right, pushing Venus perspectives on Martian customers. The result: a plethora of gaps between what customers expect and what companies deliver.
The bottom line: Improve customer experience by developing the right (to left) discipline.
What planet are your donors from?…
You don’t have to be an “expert” to know that your donors don’t all think the way you do. In fact, as the Customer Experience Matters blog notes at Your Customers Are Martians, “The gender gap is nothing compared with…