Discovering key customer insights

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“Ten years ago our small business raked in the money – what happened?” The times, your competition and your customers happened, that's what. When you don’t pay attention, your business gets left behind. In this speech, seasoned direct marketer Barry McCann will reveal how to gather powerful customer feedback quickly and cost-effectively. What you do with that information might save your business.

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  • 7 breakfast burritos story as intro\n
  • It may be tomorrow or ten years from now, but someday, you’ll wake up and there will be an unexploded rocket in your yard. It’s the ticking time bomb of you losing touch with your customers, and the only way to diffuse it is to start listening ....\n
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  • Think of all the touch points and opportunities you have available ....\n
  • Sometimes, you just have to pry it out of them. After all, it’s not a comfortable situation to tell you that you ... failed.\n
  • Be the anthropological ethnologist.\n
  • This take practice. Steve Jobs was THE BEST at it. He thought customers didn’t know what they wanted until he told them. Brilliant! TV Dinners! Car phones! Email! Twitter! Ok. Think less grandiose. StartupMasters example ....\n
  • Close: We get caught up in the business of our business. Step back and listen. Everyone knows people just don’t order 7 breakfast burritos for lunch ....\n
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  • Discovering key customer insights

    1. 1. Discovering Key Customer Insights Quickly. Effectively.
    2. 2. Ways to get feedback
    3. 3. Just ask. Really.
    4. 4. Survey
    5. 5. Read the lines.And between.
    6. 6. Observe the pain
    7. 7. Look for whats missing
    8. 8. Now.Do something.
    9. 9. ResourcesExamples of companies that lost touch Business Blindspots RIM IBM NetflixFree online survey toolsTips for creating valid and reliable surveysThe Net Promoter Score

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