By Lori Georganna
Chances are you have played I Spy, either as a child or with
your own children to keep them occupied during a long trip. Beyond the
distraction benefit, this game helps to build children’s observation skills. These
same observation skills can help you uncover opportunities with your employees
and customers. It requires slowing down, observing what is around you, taking
notes on what you see, and discussing it with your employees and customers.
Marcel Proust, French novelist, said it best: “The real
voyage of discovery consists not in seeking new landscapes but in having new
eyes.”
Here are some ideas to get you started.
- Watch your customers while they are shopping or interacting with your product or service. What do you observe? Note what they are doing and what is happening around them that may be impacting their behavior or mood?
- Play undercover boss. Employees who deal directly with customers have a lot of insight as to customer needs and behaviors. Step into front line roles periodically for a firsthand experience with customers. You will appreciate what your employees do and they will appreciate you even more for walking in their shoes!
- Be the customer. Go through the journey your customers take with your company. Make sure to take notes of any frustrations you encounter. Also note what your company does really well.
- Hire an objective observer or ethnographer. Sometimes we just can’t get out of our own way or we need an external partner for credibility.
For more tips on how to up your observation game check out
these links:
No comments :
Post a Comment