MEETING A CUSTOMER IN SALES-MODE IS SOMETHING DIFFERENT
FROM ENCOUNTERING THEM IN AN EXPLORATION-MODE
Customer Safari is a concept which takes the participant into the world of the customer – to observe, to interact and to improve.
To work in the same industry for many years can be a blessing as well as a curse. The same knowledge that makes you a master can become a prison of the mind as the world changes. Often enough, in experienced companies, customers gradually get viewed and managed from a greater distance than before. Customers may eventually end up as little more than graphs and statistics on a spreadsheet, to be discussed and debated in lifeless meetings in the conference room.
Customer Safari means leaving the conference room, to go out and witness fact and realities yourself and with your colleagues far beyond typical customer data. On the Safari, the interest goes beyond the segment of the customer’s life that relates directly to the product. By trying to learn what else the customer is busy with, apart from using our products, we can understand and even reinvent our role and involvement in the life of the customer.
PEOPLE DO WHAT THEY BELIEVE AND BELIEVE ONLY WHAT THEY DISCOVER
Undertaking a Customer Safari is valuable for professionals who feel that they do not meet their customers frequently enough to understand enough about the drivers of their behavior. In all cases, however, Customer Safaris undertaken by seasoned sales-professionals have resulted in surprise and wonder on the part of sales. It appears that meeting a customer in a sales-mode is something different from encountering them in an exploration-mode.