Example Of Who Is The Customer? Article Review

The article that I picked was titled ‘What it takes to deliver breakthrough customer experience’, and it was written by Xavier Lhuer, Tunde Olanrewaju and Hyo Yeon in November 2015. The article talks about seven aspects that need to be designed in such a way that they promote great customer experience. The greater customer experience results to greater clientele and thus more sales.
Some of the seven aspects that the article refers to include the aspect of just conducting quantitative research on customers to measure their behavior. The article shows that it is important to spend time with the customers so that one can understand and empathize with them. For one to create greater customer experience the companies can use techniques such as accompanying the customers in the stores or even using the customers’ diaries. Another aspect is having a constant iteration of a product and not just product delivery. This means not waiting to launch a product much later when one thinks that it is perfect. It is better to launch a product then do necessary adjustments with time. I quote Reid Hoffman, the founder of LinkedIn, who once said ‘If you become proud of the first product you make, then it implies that you launched it too late. Another aspect addressed in the article is that of solving customer issues from a customer’s perspective. It is a quite well-informed article on how one can get a breakthrough in delivering great customer experience and a must read.
As I conclude, I would like to leave you with two questions: why do you think it is important to rethink the whole customer experience instead of just addressing the day to day issues that the customers face? What is the purpose of constant product iteration?