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.
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