Don’t listen to customers, observe them..
Rule number one: Don’t listen to customers, observe them…
Unlike what we are taught in Marketing 101 MBA classes, customers rarely know what they want. The gap between needs and beliefs is the trap that separates “good” from “great”. This gap is not easy to bridge but made the difference between Creative’s and Apple’s MP3 players…Customer feedback helps you to address customers’ needs. It won’t help your business to develop new ideas that will amaze your clients and take your bottom line to new heights. Customers are after linear improvements, not after paradigm change.
Marketers love focus groups. But focus groups reiterate old stories. The participants talk about your brand and your products / services and will tell your story according to their experience. Valuable? Yes maybe for issues centered on packaging, pricing, taste, etc. However the story you will usually hear in focus groups is already yesterday’s story, yet innovation is about future trends. Innovation doesn’t start with “do you remember?”, it starts with “imagine if …”. Innovation is a tough exercise, but it must be done by the enterprise, not by its customers.
No customers 10 years ago would have said “I want a phone that take 5MB pictures, carries and play 1GB of MP3 files, replace my electronic diary, check my emails, surf the web, and watch TV”. Few phone users can guess or anticipate what phones will be able to do 10 years from now.
If you were to ask me what extras do I want from my phone? I would probably answer “I don’t know, I am pretty happy with all the functions I have and never use…” So does this mean mobile phone technology will from now stop to evolve and no existing or new handset makers will be able to shake the industry with something truly revolutionary?
Think again. By observing your customers you will see that they jungle credit cards, home keys, car keys, garage door beepers, ID card, Library card, video club memberships cards, gym cards, parking cards, cash cards, TV remote controls, air cond’ remotes, (etc.) with their super-charged phone. Now once a phone can replace all these every-day utensils, true innovators will have delivered a phone that will answer needs customers actually have, not needs they think they have.
Conclusion: customer feedback only helps you to fix a useful but usually obvious problem. Ethnography helps you to see a usually not so obvious opportunity.
Next!
We will look at how “promoting failure” helps innovative companies
Damien Duhamel