customer behaviour

Do empathy maps reflect the desires behaviours and fears of customers or of those who create the things?

I must admit that 'empathy maps' are something that is new to me.

Reading about them on NN/g I discovered that they are

A collaborative visualization tool used to articulate what we know about a particular type of user. It externalizes knowledge about users in order to 1) create a shared understanding of user needs, and 2) aid in decision making.

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Huge changes in time spent watching traditional TV. One age group is watching more. Guess who.

This data is from the US but I doubt if Europe is that much different.

I think the charts say it all - don't they?

Here is a clue. Look for the little green arrow pointing up. Looks to me like live TV is rapidly becoming (become) an oldies ghetto.

The second chart goes a long way to explain where the eyes of the other age groups are spending their time. Dick Stroud

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Do Logos Matter Anymore?

A recent study asked people to draw logos of well-known brands from memory. Most of them failed, but does it matter?

The study, which prompted drawings that ranged from nutty my-four-year-old-did-it, to the occasional picture perfect rendering, was conducted by, which is in the sign-making business. It was a brilliant PR stunt that got covered in Adweek, New York Times, and Daily Mail.

I’m not sure it tells us anything about logos, though. At least not directly.

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Tools to Put the Customer at the Center of All You Do

Trying to ensure the customer gets the attention she deserves within your company?

Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

There are many, but one of my favorites is "the empty chair," which is a seat at the table for the customer and a reminder that we should always be considering if the decisions we make are in the best interest of the customer or of the business.

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3 Things You Should Know About Reputation

Corporate reputations and brands are not the same things, and it’s important to understand the difference.

Reputations are the result of what people know about a business based on their judgements of its performance, gleaned through buying stuff, working there, owning stock, etc. It’s the present value stakeholders assign to the meaning, believability and reliability of a company’s future performance.

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Changing customer behavior

In a highly instructive HBR article, Harvard Professor Nava Ashraf outlines three particularly effective behavior-changing tools:

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Your Best Customers

If you asked the average businessperson “who are your best customers?” the initial response is likely to be “those who spend the most money with my company” or maybe “those who are the most profitable to us”.

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Brain Image Bias

by: Roger Dooley

The use of brain imaging in evaluating advertising and products is increasing, and one wonders if the judgment of marketing execs could be clouded by the presence of colorful scan images when used to back up humdrum conclusions in the text. The answer is almost certainly, “Yes.”

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