Tips for knowing the customer better

Simon Ellis, President, ASSA ABLOY Pacific Region (Australia)

“This is simple really, walk in with no preconceptions and ask questions. Understanding the customer business model is also critical – how do they generate revenue?

Eva Karlsson, President Pedestrian Door Solutions, ASSA ABLOY Entrance Systems (Sweden)

“Listen, listen, listen, listen – get the customers to talk about their processes, market and competitive issues.”

Jason Johnson CEO and co-founder, August Home (USA)

“We take customer feedback and reviews very seriously and have a dedicated team that tracks both positive and negative feedback. We use research, Beta testing and direct communication to understand customer needs.”

Carmen Palo, Vice President, Marketing Communications, HID Global (USA)

“Listen. It’s important to get to the heart of the issue the customer is trying to solve. Sometimes what is asked for on the surface isn’t actually what is needed. You must understand the problem before you can solve it.”