Watch your customers!
When at the grocery store, have you ever wondered if self-checkout is faster than
checking out with a clerk at the register?
Have you ever been boarding a plane wondering how they came up with which
passengers get seated first?
And, have you gotten so accustomed to the way Starbucks works that you begin to
notice when their employees aren’t following the prescribed process?
It’s important to actually observe your customer experiencing the problem that your business solves.
So often, you’ve looked at statistics, talked to a few people, and confirmed that a problem exists, but have you actually watched them experience the problem?
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