We’re all captivated by our customers. How they behave or don’t behave and how we can build solutions that improve behaviour. This customer focus will help us uncover what our customers want and need.
Today I read an article by the ex-VP of Product @ Netflix on how they pursued customer obsession over customer focus. This wonderful article explains how they used four sources of data in a sequence to find insights that would deliver on unanticipated future needs and long-term customer delight. These insights would then be converted to hypotheses and A/B tests.
Why use all four research techniques? Each tactic has its own blind spots. For instance, existing data describes what’s happening today, but not in the future. And customers nicely “lie” in both qualitative and surveys (“I’d never watch Adam Sandler!,” and there are lots of things you can’t A/B test.
Also in todays digest: Steve Blank on the Market Opportunity Navigator and how the Netherlands is strengthening their start-up/scale-up ecosystem by investing heavily in capital, talent & market.
See you next week!