Understanding Your Customer - Who is Your Customer - Founders LIVE Influencers Series

Understanding Your Customer -
Who is Your Customer?
Craig Damlo
Innovation Coach
April 2017 - Founders LIVE Influencers Series
“An incredibly stupid person. These people are
often found in department and grocery stores
and show no signs of common sense. Many
times they can be rude, cruel, and obnoxious.
Urban Dictionary
Customer
Client
Consumer
Purchaser
User
Shopper
Buyer
Enjoyer
Who Do You Have to Keep Happy?
A Comfy Chair & Television
Photo Credit: JVC America https://www.flickr.com/photos/jvcamerica/3660898050/Photo Credit: Holdane Martin https://www.flickr.com/photos/haldanemartin/11219446606/
What Does Each Person Need?
Photo Credit: Barbara M. https://www.flickr.com/photos/cannnela/4614340819/
How Do You Find Your Customers?
How Have Others Defined Your Customer?
Photo Credit: Automobile Italia https://www.flickr.com/photos/automobileitalia/33017730995/
Customer Curves
LOYAL
DISCOUNT
POTENTIAL
NEW
Time
#
Kano Model
Satisfied
Dissatisfied
Needed
Performance
Basic Needs
Delighters
Kano Model
Satisfied
Dissatisfied
Needed
Performance
Basic Needs
Delighters
Customer Tools
Empathy Maps
Empathy Profiles
Customer Journey
Think & Feel
Say & Do
SeeHear
Pain Gain1
2
3
4 5
The Dangers of a Customer With Money
https://www.linkedin.com/in/CraigDamlo
Thank you.
Any questions?
http://www.SoapBoxRocket.com
http://www.FoundersLIVE.com
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Understanding Your Customer - Who is Your Customer - Founders LIVE Influencers Series