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Customer Centric Discovery > Customer Centric Discovery > Flashcards

Customer Centric Discovery Flashcards

1
Q

Name the four steps of Customer Centric Discovery

A
  1. Know your customer - industry, business, key players
  2. Be your customer - take a walk in their shoes
  3. Connect with your customer - share insights
  4. Create with your customer - develop a strategy
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2
Q

Know your customer: Where can you find industry information online?

A
  1. industry trade publications
  2. current reports from consulting firms
  3. Linkedin and SM
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3
Q

Know your customer’s business: What 5 things do you want to know about an account?

A
  1. goals - trying to achieve
  2. values - what their guiding principles are internally with their consumers
  3. initiatives - what they do now to achieve their goals
  4. strategies - what they plan to do to achieve their goals
  5. obstacples - what prolems they face as they wo9rk to achieve their goals
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4
Q

Know your customer: Where can you find more information on a customer?

A
  • Read about us page on their website
  • shop their store
  • check out social media
  • read online reviews about their busiess
  • review glassdoor
  • search for their executive team on a customer
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5
Q

Know your customers: What 3 questions do you need answers to about every account?

A
  1. How does the business make money?
  2. What challenges do they make?
  3. What are their strategic priorities? expand products, expand into new regions, etc…
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6
Q

Be your customer: describe 3 steps of empathising like a pro.

A
  1. Identify common ground
  2. Develop a genuine interest in your customers business
  3. Look for shared experiences (relevant problem/solution stories)
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7
Q

Connect with your customer: What are 3 things you should do before meeting with a customer?

A
  1. Know your Customer: industry, business, stakeholders
  2. Be your Customer: challenges you can find in research
  3. Make a list of possible solutions to any challenges, and identify possible objections
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8
Q

Connect with your customer over thoughtfully delivered in sights: When meeting with customers, what are 4 tips for POV success in a discovery meeting?

A
  1. Be sincere: share your experiences with their busienss in an honest and open way. Describe positive points and areas for improvment.
  2. Follow your insights with an empathetic statement: We’ve seend this before… Other customers we’ve worked with have overcome the same challenge by… This shows we have experience and credibility
  3. Get your customers opinion by asking open-ended questions: What is your strategy for xyz? How well do you think it’s working?
  4. Share a notable quote that you customer has said before: It can be very powerful for the customer to hear their own words, especially when they’re about something that needs improvement
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9
Q

Ask impact questions to classify the issue correctly: What are the 3 levels of issues?

A
  1. Tactical, system errors or missed customer calls
  2. Overall business consequences, like being behind in industry standards
  3. Personal impact on their customers or employees, like attrition or high turnover rate
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10
Q

Connect with your customer: Once you have a challenge that is preventing your customer from achieving their goals, what should you ask?

A 
Who—who’s most affected by this issue?
What—what’s the result of this issue?
Where—where does this issue happen?
When—when does this issue happen?
Why—why does this issue happen?
How—what conditions cause this issue?
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11
Q

Create with your customer: Describe the 3 steps of creating with your customer

A
  1. Review the challenges
  2. Storyboard customers vision for the future
  3. Draft a plan with detailed recommendations for next steps
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12
Q

Create with your customer: How should you structure a review? (Hint: 4 steps)

A
  1. Problem - start with top priority
  2. Business impact - recognize how this challenge affects employees, customers and bottom line
  3. Problem levels - factor in whether this is a tactical, business or personal challenge
  4. Metrics - determine how they want to measure the results of what you do together
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13
Q

Create with your customer: Name 4 types of storyboarding approaches

A
  1. role-in-the-life-of
  2. process-based
  3. role-playing
  4. wild cards, props/videos/games
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14
Q

Create with your customer: How do you close out a conversation about co-creating a plan?

A
  • make suggestions for next steps

- agree to next steps: process, people, actions

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15
Q

Know your customers people: After you identify potential decision makers at a business, what 4 questions should you ask yourself?

A
  1. What role does each DM play in the business?
  2. What are their key priorities?
  3. What challenges do they face?
  4. What’s the ask? What do you need from them?
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Customer Centric Discovery (1 decks)

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