Thinking like a customer

It's both easy and common for people to throw around phrases like "put yourself in the customer's shoes", but in reality the concept is both foreign and absent from existing business practices, employee training and education, and management's operating agenda.

In truth, there are ways to build up this kind of logic in your business, but it takes resources, time, and know-how. One site that really does offer ideas on these tools and how to implement them, as well as success stories on how other companies have already done it, can be found at "Thinking Like a Customer", written by Bill Self. Bill is a consultant who helps business to build systems that embed thinking like a customer into the processes themselves.


Everything from brand loyalty to strategic planning and experience mapping are covered in this site, and it's an excellent starting resource for any business starting on their journey to becoming customer-centric.