Wednesday, October 25, 2006

Customer Experience is about Individuals!

There is a great speech from Malcom Gladwell, the author of bestsellers "Blink" and "The Tipping Point", that I think explains very well the need to consider customers as individuals. It thus complements nicely the concept that customer experience is about individuals as I highlighted in my last post on What is Customer Experience. It also highlights the need to use innovative techniques when researching customers to uncover needs that cannot be identified by direct questioning.

His talk on “what every business can learn from spaghetti sauce” was made during the TED (Technology, Entertainment and Design) 2004 event in Monterey. I know it is a bit old, but it is simply a great talk that can be watched over and over.

When watching this, we can wonder how ready the organizations we are working in or we are interacting with are to identify, understand and leverage differences among customers.

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