C-Consulting

1. Put yourself in the customer's shoes

The most important key to understanding customers is: Empathy.

You must put yourself in the place of your client, so you can better understand their behaviors and their way of seeing the world.

A very useful and interesting tool to empathize with customers is the "Empathy Map", a canvas that invites us to reflect on different aspects related to our customer.

Also, you can do the exercise of going to your business as a "Mysterious Customer", and thus evaluate the experience that your client lives.

2. Go to the jungle

Your clients will never behave naturally in artificial settings. If you want to really understand them, you need to observe their behaviors in real buying scenarios.

Design experiments that allow you to analyze the behavior of your customers without making them feel uncomfortable and, obviously, without violating their privacy rights.

It is very important that these experiments allow you to identify the frustrations and fears that the customer may experience when interacting with your business or your products. Every frustration is a very valuable improvement opportunity to increase customer satisfaction.

3. Look for habits, data and behaviors, not opinions

The fact that 100 people say that “they would buy your product”, doesn't mean they're actually going to do it. It is worth much more than being able to discover habits, data, insights and market behaviors that could influence the purchase decision in your favor. There is a big difference between saying “I like to eat healthy” and eat a really healthy diet.

A good tip is to build databases, either in excel or with a CRM, in which you can store data that you collect from the behavior of your customers, so you will always have a powerful source of information to design your business strategies.

4. Data alone is not enough

After collecting data from your customers, you must proceed to carry out in-depth qualitative analyzes trying to identify the fears, desires, expectations, frustrations and emotions that hide behind their behaviors.

From each relevant data, you can generate a lot of ideas and strategies to offer greater value to your customers.

5. Let your customers be part of the process

They say that "You don't know a person until you live with them"; Well, go ahead and “live with your client”. Generate co-creation and interaction spaces where you can share with your customers and learn from them.