You have to put yourself in the other’s shoes, follow his path, expose yourself. That is empathy: the ability to share someone else’s feelings or experiences by imagining what it would be like to be in his situation.
Listening to the customers is mandatory but not enough: they seldom express their needs directly.
The Customer’s Shoes
You have to put yourself in the other’s shoes, follow his path, expose yourself. That is empathy: the ability to share someone else’s feelings or experiences by imagining what it would be like to be in his situation.
Listening to the customers is mandatory but not enough: they seldom express their needs directly.
When in Rome…
“When in Rome, do as the Romans do”.
This advice was given by St. Ambrose to St. Augustine who wanted to know which fasting custom he should follow, Milan’s or Rome’s.
All products and services have to be adapted to the local customs, when transferred from one country to the other.
Each country benefits from being part of the whole organization, while keeping its citizenship, culture and local roots.
Solution Seeking Problem
Having a bulb without a socket, or without the appropriate socket is of no use.
A problem usually calls for a solution. But be aware of the tendency to force a solution without checking that there actually is a problem:
check that the solution is adequate
always re-assess the customer’s needs
Camel or Dromedary?
If you face the camel, you cannot know if it has one or two humps. You need to go around it to find out: camel or dromedary?
When observing a situation, it is the same: take time, walk around, don’t stick to your first impression, re-assess your judgment.
Cherry Picking
The nicest cherries are always at the top of the tree… Then why do we always start by eating the ones at the bottom?
When describing an idea, we always focus on the benefits for the customer. But at the same time, it is mandatory to evaluate all the efforts he will have to make in order to enjoy the innovation: the customer only sees the net benefit.
You will perhaps have to provide him with a ladder…
The Friendly Innovation
Very few people, the so-called “early adopters”, like and buy innovation. The majority simply seeks new ways to address existing needs. Innovation could require a change in habits, that usually disturbs people.
To be better accepted, the innovation should always refer to the existing, and secure people through a friendly aspect.
“As soon as something old is shown in something new, we feel at ease” Friedrich Nietzsche.
