At Liquid Consulting, we use four questions to serve our clients and help them thrive:
1.) Which industry elements can be eliminated?
2.) Which industry elements can be delivered at a ”lower” standard without losing performance?
3.) Which industry standards should be enhanced?
4.) What innovation will transform the industry?
The goal with all four questions is to provide a better customer experience, which means that the customer perceives they got what they paid for, or more.
Too often, companies lose sight of their customers’ needs. They pack in features that no one needs. They take longer to ship while performing tasks that no one values.
Or they do not address nagging problems that truly bother customers, because they either fail to notice or fail to prioritize such issues.
Customer experience is not some vague concept. It basically comes down to delivering benefits that have real economic benefits to your customer. The four questions we shared today may help you uncover changes that have a measurable impact on such economic value.
Walney Luz wrote this short post about a year ago. And it is a perfect example for how we implement these 4 questions to something as simple as a control panel upgrade.