Sensemaking: What are your Customers' Needs? Really?

Customer Satisfaction Model > Best Practices > Sensemaking: What are your Customers' Needs? Really?

Sensemaking: What are your Customers' Needs? Really?
Jaap de Jonge, Editor, Netherlands
Customer Behavior Approaches
There are many approaches towards analyzing customer needs, customer satisfaction, customer behavior and customer experiences. They range from market data analysis and conjoint analysis to Customer Satisfaction Surveys (e.g. Kano), Lead-user or Opinion Leader studies, (User) Co-Creation, Focus Groups, Mystery Shoppers to Design Thinking, Analytical CRM, and lately: 'Big Data'.

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I Like This Sensemaking Approach
Maria Montero, Coach, Venezuela, Member
I have implemented a very similar approach with my clients in which I have understood their needs, innovate, and come up with an inexpensive solution,...Sign up

Customer Behavior and Experiences
kvssiyer, Consultant, India, Member
Understanding customer behavior requires much more than just understanding Kano's model and applying that in practice. It needs a deeper understanding...Sign up

Customer Behavior Approaches
adrian hidalgo, Manager, Ecuador, Member
In reality, many people don't really consume "what they should eat" to meet their needs. In case of a new product, they make use of the recommendation...Sign up

Customer Needs ⇒ Behaviour ⇒ Experiences ⇒ Satisfaction
Madan Gopal Agarwal, Business Consultant, India, Member
The customer is an individual entity and her/his needs / behaviour / experiences / satisfaction depend upon the status of ownership of any product or ...Sign up

It's Hard to Understand the True Behavior of Customers
Zahra Djebaili, Student (University), Algeria, Member
Thank you so much Jaap de Jonge for this approach... I found the term "sensemaking" for the first time...
I agree that it's important, but not ea...Sign up

Making New Clients Tick
Dr. Luis De La Cruz, Professor, United States, Member
In my experience, common sense is not that common to people and new clients are no exception.
Problem solving alternatives make new clients tick ...Sign up

Empathy Map for Customer Analysis
Derek Lark, CEO, Australia, Premium Member
I like the approach shown here. I have also used the Empathy Map which forces clients to look at the customer experience and their perceptions in uniq...Sign up

The Sensemaking Process
yanney John Parker, Business Consultant, Ghana, Member
Sensemaking works all right, especially since customers do not value some of the other approaches. For instance data collection and obtaining response...Sign up

Customer-centric Organizations Survive
Emmanuel Mwirichia, Manager, Kenya, Member
Sensemaking is a key feeder into the customer relationship management of an organisation.
By doing this, one is able to change the focus of the o...Sign up

How do You Step In?
Maria Montero, Coach, Venezuela, Member
@Dr. Luis De La Cruz: What you described is very true, but when you are able to do that you have already earned the ...Sign up

Customer Behavior is Subjective, Contextual and Temporary
kvssiyer, Consultant, India, Member
Why the child weeps and what makes it weep is the same as why the customer presents a behavior the we experience. It is rarely logically concluded. It...Sign up

Customer Behavior is Subjective, Contextual and Temporary
Jaap de Jonge, Editor, Netherlands
@Kvssiyer: Thanks for your outstanding contribution. We might say in marketing, the only constant is the need to con...Sign up

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