Your Customers Are Martians

Okay, your customers aren’t really Martians (unless, maybe, if you work for a space agency). But they might as well be. I’ve started to use the metaphor that “companies are from Venus and customers are from Mars:”

Companies From Venus Customers From Mars

The gender gap is nothing compared with the company-customer gap. These entities have completely different motivations and conceptual frameworks. Without a disciplined approach to customer experience, people have a stong bias towards developing experiences from the left to the right, pushing Venus perspectives on Martian customers. The result: a plethora of gaps between what customers expect and what companies deliver.

The bottom line: Improve customer experience by developing the right (to left) discipline.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

3 thoughts on “Your Customers Are Martians”

  1. Pingback: Donor Power Blog

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.