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Robert Morton

Robert Morton
in
Customer Chronicles

How to start customer learning, move 6: find the patterns (or counter-dots) to ACT on!

Don’t sleep on stepping back to reflect on your full set of interviews. It’s pretty easy to do and the payoff can be BIG.

Aug 17, 2020

How to start customer learning, move 6: find the patterns (or counter-dots) to ACT on!

Aug 17, 2020

Robert Morton
in
Customer Chronicles

How to start customer learning, move 5: listening like it’s your job

Now’s no time to fumble this great learning opp! Make sure you can really listen to what your customer is saying (not saying) by recording.

Jun 16, 2020

How to start customer learning, move 5: listening like it’s your job

Jun 16, 2020

Robert Morton
in
Customer Chronicles

How to start customer learning, move 4: craft a BASIC discussion outline

Keep it simple, super simple. The more cage-free your conversation is (like most in real life), the more insights are likely to emerge.

May 14, 2020

How to start customer learning, move 4: craft a BASIC discussion outline

May 14, 2020

Robert Morton
in
Customer Chronicles

How to start customer learning, move 3: schedule some phone calls, easily

Somewhere along the road to Rome we’ve gotten this notion in our heads that customers don’t want to talk to us.

May 6, 2020

How to start customer learning, move 3: schedule some phone calls, easily

May 6, 2020

Robert Morton
in
Customer Chronicles

How to start customer learning, move 2: pick some people to talk to

Your next move is to take your best, quick guess at who 20–30 of those folks might be from your customer base. By “best, quick” I mean…

Apr 28, 2020

How to start customer learning, move 2: pick some people to talk to

Apr 28, 2020

Robert Morton
in
Customer Chronicles

How to start customer learning, move 1: pick a question, any question

Could be something big, small… doesn’t really matter, as long as it’s something you’re actively curious about AND will help you do…

Apr 21, 2020

How to start customer learning, move 1: pick a question, any question

Apr 21, 2020

Robert Morton
in
Customer Chronicles

Ask differently, see more — a guide to high value, achievable customer learning chats

“How well do we really understand customers in their terms? How central is the viewpoint from customers’ lives to what we’re doing to…

Jul 15, 2019

Ask differently, see more — a guide to high value, achievable customer learning chats

Jul 15, 2019

Robert Morton
in
Customer Chronicles

Gold in them thar hills… 3 easy, excuse-busting tools for talking/listening to customers more

Once you get a taste of the sweet learning goodness that comes from regularly chatting with customers about their life with and beyond…

Jun 17, 2019

Gold in them thar hills… 3 easy, excuse-busting tools for talking/listening to customers more

Jun 17, 2019

Robert Morton
in
Customer Chronicles

Focus on users more than buyers and you’ll get more of both

I recently stumbled across this interesting study about how great brands focus more on users than they do on buyers.

Jun 7, 2019

Focus on users more than buyers and you’ll get more of both

Jun 7, 2019

Robert Morton
in
Customer Chronicles

Know who your most valuable customers are, hint… it isn’t about a persona

All customers aren’t created equal and shouldn’t be treated equally either. Yes, with your customer-facing service hat on that sounds…

Mar 4, 2019

Know who your most valuable customers are, hint… it isn’t about a persona

Mar 4, 2019

Robert Morton

Robert Morton

Rumblings from a midlife convert to active living and the wilds of entrepreneurship, juggler of work & beloved family, aspiring minimalist, seeker of mirth.

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