Harvard ManageMentor ® Getting to Know Your Customer

2 Harvard ManageMentor: Getting to Know Your Customer Discussion Topics  Soliciting feedback from our customers  Leveraging this customer feedback © Copyright 2010 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.

3 Harvard ManageMentor: Getting to Know Your Customer Soliciting Feedback from Our Customers  What have we learned about our customers in recent months? What is on the minds of our customers right now?  What “listening posts” do you think are the most beneficial to us for gathering customer information? Web sites Market research Focus groups Surveys Other?  What new or existing listening posts could we be using more actively? © Copyright 2010 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.

4 Harvard ManageMentor: Getting to Know Your Customer Leveraging Customer Feedback  Does customer feedback get to the right people in our organization? In a timely manner?  How well do we respond to customer data about our customers’ wants, needs and preferences?  What are some specific steps our team could take to improve our response to customer feedback? © Copyright 2010 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.

5 Harvard ManageMentor: Getting to Know Your Customer Next Steps  Consider some of the specific steps you can take to help your team to better understand your customers.  Leverage the following Harvard ManageMentor Customer Focus Tools, including: Customer Feedback Chart Service Quality Assessment © Copyright 2010 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.