Ep 95 : Andrea Belk Olson - Understanding Customers to Differentiate, Compete & Build Customer-Centric Culture
How can misleading conclusions can be drawn from data? Understanding the differences between data, information and knowledge?
\nWhat is an insight & how does one use it to out-compete competition ?
\nWhat is the 3 W Ideation process: Why, What & WOW ?
\nHow emotions can overpower logic? How cognitive biases influence decisions?
\nWhat are the shortcomings of the Net Promoter Scores (NPS) in understanding customers ?
\nAndrea answers the above questions and many more as she takes us on a fascinating journey of understanding customers and building customer centricity in an organization. Andrea Belk Olson is a differentiation strategist, speaker, author and customer-centricity expert. She is the CEO of Pragmadik, a behavioural science-driven change agency, and has served as an outside consultant for EY and McKinsey.
\nShe is the author of three books, including the upcoming What to Ask: How to Learn What Customers Need but Don\u2019t Tell You; a four-time ADDY\xae award winner; and, contributing author to Harvard Business Review, Entrepreneur Magazine, ETC.
\nPlease visit her Company Website https://www.pragmadik.com
\nAndrea's Personal Website https://www.andreabelkolson.com
\nConnect with her on Linkedin https://www.linkedin.com/in/olsonandrea1/
\nJagged with Jasravee is facilitated by Jasravee Kaur Chandra, Director- Brand Building, Research & Innovation at Master Sun, Consulting Brand of Adiva L Pvt. Ltd. Jasravee has over 20 years experience as a Strategic Brand Builder,Communications Leader and Entrepreneur.
\nPlease visit Jasravee at https://jasravee.com/
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\nIndex & Outline of the Talk
\n00:00 Preview & Introduction to Andrea
\n02:50 Data, Information & Knowledge - How Are They Different
\n04:45 Going from Data to Insight, How it is a Key to Unlocking Something New
\n10:45 Customer Centricity
\n14:35 3 W Ideation Process - Utilize Customers as Resource for Innovation
\n20:50 Multiple Perspectives - Understanding a Customer Holistically
\n23:02 Everybody Needs to Be Mandated to Meet Customers - Not to Outsource Customer Research
\n27:22 Emotion vs Data - Problems with Extroplating Data to Predict Future Behavior
\n31:23 Cognitive Biases like Maslow's Hammer - One Tool Being a Solution for All Problems
\n32:59 Cognitive Bias - Bike Shedding
\n35:30 Understanding Culture & Global Culture & Involving People from a Specific Culture
\n40:05 Limitations of Net Promoter Scores - Rationally vs Emotionally Satisfied Customers
\n44:10 Kickstarting Customer Understanding - Catalyst for Change - Urgent Problem to Solve
\n47:15 Rapid Fire with Andrea Belk Olson
\n50:22 Connecting with Andrea Belk Olson
\nJagged with Jasravee, is an initiative of Master Sun, the Consulting Brand of Adiva Lifestyle Pvt Ltd.
\nWebsite : https://jasravee.com/