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There are many ways to do customer discovery. Doing the customer’s job for a while is one of them.

Name: There are many ways to do customer discovery. Doing the customer’s job for a while is one of them.
Uploaded: 2023-05-09T11:33:45+00:00
Duration: 52 s
Channel: Bob London
Description: Dara Khosrowshahi drove for Uber and a Starbucks CEO worked as a barista to understand their customers' real problems. Hands-on immersion reveals…

9 May 2023 · 1 min

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Dara Khosrowshahi drove for Uber and a Starbucks CEO worked as a barista to understand their customers' real problems. Hands-on immersion reveals friction that surveys miss. The method matters less than actually getting it.

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Hey, that's actually not me. That's Uber CEO Dara Khosrowshahi driving an Uber to see what the driver experience is. And he found a lot of issues that were getting in the way of drivers having a good experience. So this is a great way when an executive, someone with real authority, puts themselves in the shoes, or in this case, behind the steering wheel of the customer. It's a great way to do it. But I think the main message is here Companies should do whatever they have to do to understand the customer's perspective, whether it's customer interviews, surveys, doing the customer's job for a while, like in this situation. And there was a Starbucks article similar where the CEO was a barista for a while. Whatever you have to do to understand your customer better, you have to do it. That's the bottom line. There's no one single right way to do it.