(This is a guest post by Dan Toma, Senior Innovation & Product Manager at Deutsche Telekom AG and author of the upcoming The Corporate Startup Book. You can find Dan on Twitter, LinkedIn or his blog.)
How much stress, anger and frustration can one simple malfunction or a minute delay in response cause? We experience expectation related frustration on a daily basis with the objects we interact with, the products that we purchase, and the services we acquire.
In order to consistently design better product, services, and experiences for their customers, there is one critical first step any entrepreneur needs to take: understand the customer’s needs better than the customer understands themselves.
Often times, we are disappointed by our peers, by particular experiences, by products that fail to deliver the job we hired them to do, or by services which, for one reason or another, don’t match out standards.
What do we do then?