Customer segments or customer need states? The answer is … both!
It’s an important distinction in which I work with my clients to understand and leverage. To help make this distinction clear, I will use my son Andrew and myself as examples.
I would love to hear about your efforts to understand your core customer segments. We can also discuss ways to enhance that understanding of segments while also training team members to identify and customize service delivery based on the need states of those they serve. You can set-up that discussion here.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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