Chapter 10 Reimagining Client Experiences
Embracing Client-Centric Innovation
In reimagining customer experiences, the first principle that businesses need to internalize is being energized by the customer. This may seem like an oft-repeated mantra in the business world, but its essence is profound. At the heart of innovation lies the understanding and fulfilment of customer needs.
These needs can be categorized into two main types: “gain” needs and “pain” needs. Gain needs encompass aspirations for a better future, new possibilities, and improvements. In contrast, pain needs are driven by the desire to avoid negative consequences such as financial loss, reputational damage, or operational inefficiencies.
Understanding ...
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