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| Once you are done reading about The Rolling Stones—and I know that with those guys on the cover, that’s the February PM Network story you’ll read first—kindly turn to page 38. Here you can learn about the all-important customer experience. It’s essential in this rapid-paced-feedback world of social media that your project incorporates customer needs and desires from start to finish. If you don’t, you will hear about it quickly enough and loyalty toward your product and organization might take a crippling hit.
The article provides hints on how to interview and/or observe customers to gain insights into customer “pain points.” Experts say feedback data is also highly valuable for project teams to assess customer needs. A sidebar touches on how project teams can change their mindset to be more customer-centric.
For those looking at bottom-line value of bringing customer into the process, the article cites a McKinsey study: Bring customer experience into product development, the study said, and see revenue go up by 5 to 20 percent and costs go down by as much as 25 percent, all within two to three years.
How do you bring your customers into the process? How do you identify them and figure out their needs? Please share your stories in the comments below.
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Posted
by
Dan Goldfischer
on: February 01, 2017 09:46 AM
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