Скачать или смотреть Understanding Customers to Differentiate, Compete & Build Customer-Centric Culture

How can misleading conclusions can be drawn from data?  Understanding the differences between data, information and knowledge? 

What is an insight & how does one use it to out-compete competition ?

What is the 3 W Ideation process: Why, What & WOW ? #

How emotions can overpower logic? How cognitive biases influence decisions? 

What are the shortcomings of the Net Promoter Scores (NPS) in understanding customers ?

Andrea answers the above questions and many more as she takes us on a fascinating journey of understanding customers and building customer centricity in an organization. Andrea Belk Olson is a differentiation strategist, speaker, author and customer-centricity expert. She is the CEO of Pragmadik, a behavioural science-driven change agency, and has served as an outside consultant for EY and McKinsey.

She is the author of three books, including the upcoming What to Ask: How to Learn What Customers Need but Don't Tell You; a four-time ADDY® award winner; and, contributing author to Harvard Business Review, Entrepreneur Magazine, ETC.

Please visit her Company Website https://www.pragmadik.com
Andrea's Personal Website https://www.andreabelkolson.com
Connect with her on Linkedin   / olsonandrea1  

Jagged with Jasravee is facilitated by Jasravee Kaur Chandra, Director- Brand Building, Research & Innovation at Master Sun, Consulting Brand of Adiva L Pvt. Ltd. Jasravee has over 20 years experience as a Strategic Brand Builder,Communications Leader and Entrepreneur.

Please visit Jasravee at https://jasravee.com/
Connect with Jasravee on Linkedin at   / jasravee  
Email Jasravee at [email protected]

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Index

00:00 Preview & Introduction to Andrea
02:50 Data, Information & Knowledge - How Are They Different
04:45 Going from Data to Insight, How it is a Key to Unlocking Something New
10:45 Customer Centricity
14:35 3 W Ideation Process - Utilize Customers as Resource for Innovation
20:50 Multiple Perspectives - Understanding a Customer Holistically
23:02 Everybody Needs to Be Mandated to Meet Customers - Not to Outsource Customer Research
27:22 Emotion vs Data - Problems with Extroplating Data to Predict Future Behavior
31:23 Cognitive Biases like Maslow's Hammer - One Tool Being a Solution for All Problems
32:59 Cognitive Bias - Bike Shedding
35:30 Understanding Culture & Global Culture & Involving People from a Specific Culture
40:05 Limitations of Net Promoter Scores - Rationally vs Emotionally Satisfied Customers
44:10 Kickstarting Customer Understanding - Catalyst for Change - Urgent Problem to Solve
47:15 Rapid Fire with Andrea Belk Olson
50:22 Connecting with Andrea Belk Olson

Andrea also mentions the concept of Maslow's Hammer, which is when a company defaults to using one tool, such as surveys or studies, as the solution for all problems, instead of using different tools that may be more appropriate for the specific challenge or situation.

Andrea also mentions that collecting data alone is not valuable without context and meaning. She emphasizes that the key to understanding customers is to give data context and meaning, which leads to knowledge and ultimately, insights. It is by leveraging insights that companies can differentiate and compete in the market.

Andrea Olson Belk talks about creating a customer centric culture within an organization. She stresses that this is not just a one-time task but a continuous process that requires the involvement of all employees, from the top management to the front-line staff. She also highlights the importance of building trust and empathy with customers, and how this can be achieved through effective communication and engagement.




Jagged with Jasravee, is an initiative of Master Sun, the Consulting Brand of Adiva Lifestyle Pvt Ltd.

Website : https://jasravee.com/#consumerbehavior #customerexperience #consumerbehaviour #consumerinsight #consumerpsychology #customerresearch #marketresearch #netpromoterscore #customercentricorganizations #understandingcustomerneeds #dataanalytics #Understandingconsumers #Customercentric #Bikeshedding #Maslowshammer