User-driven innovation. Can you learn from observations of customer’s behaviour?
User-driven innovation. Can you learn from observations of customer’s behaviour?
Yes
No
Do you as a boss sometimes cover front office functions in order to get a first -hand experience of customers' attitudes and behaviours?
Do your customers move around with furniture and equipment? Can this inform you about what is most convenient for them?
Do you analyze what the customers do not take with them � leftovers, trash? Can this inform of what your customers prefer and don't want?
Do you analyze what customers take away as souvenirs (legally or as thefts)? Can this give ideas to new/complementary services?
Do you analyze how long time your customers typically spend in various departments of your premises? Are your designs making the most of your customers' presence?
Do you analyze how your customers move around? (for example in a museum, a festival site, a retail outlet, sports facilities, nature park...). Are you providing them with attractive experiences or convenience according to their movement patterns?
Do you observe the tear and wear of importance for your purchase of equipment and maintenance policies?
Did you observe customers' behaviour when they have to wait/when there are crowds?
Do you observe what your customers bring with them to compensate for what you are not providing (food, sports equipment, garments, toiletries, toys etc.)
Did you analyze what characterizes places where the customers prefer to spend most time (for example seating in restaurants , attractive views etc.)
Did you observe the attitudes and behaviours of the customers under stressful conditions, for example under the exposure of noises, smells, light, dark, disturbing other guests, etc?
Did you train your staff to be attentive observers, and to report their observations back to you?
Do you data-mine your IT-systems to learn more about your customers' purchasing behaviour and preferences?