CUSTOMERS TODAY HAVE GREAT EXPECTATIONS
Those expectations apply before, during and after product or service launch. This translates from the movement of discovery and consideration, all the way through post-purchase and product use.
Yet, the biggest reason companies fail is because they do not have a clear and up-to-date understanding of their customers and users:
- User personas – which are the most important customer/user segments for the product or service?
- User needs – how and what do they need to be fully satisfied; what problems are they trying to solve?
- User journeys – what are the different reasons they engage with the product or service?
- User moments of truth – what are the users’ most important decision-making points along the way?