Who are your customers?
The Challenge
Sketch out a simple diagram of all your customers. This diagram only needs to make sense to you but should include any people or entities that buy/use your products or services. Designate which are your primary customers and how your product/service solves their needs.
Why do this?
Excellent customer service anticipates and meets the needs of both internal and external customers. This requires the delivery of high-quality goods and services and a commitment to continuous improvement.
Excellence in customer service begins with understanding exactly who your customers are and what their needs are or will be in the future. Explore your customers' experience at each point they intersect with your organization. Use this information to better anticipate, predict, and plan for meeting their changing needs over time.
What’s next?
Identify an important customer or category of customers who have needs that are not currently being well met by you or your organization. Initiate a conversation with these customers to determine how your products/services might better meet their needs and develop a plan to make that happen.
