Use the below links to access two articles entitled “Closing the delivery gap” by Bain & Company and “Implementing Innovation: Segment your non-customer” by HBR as the bases for your Knowledge Board commentary on how to better analyze the gaps related to the delivery of superior customer experience in a way that is appealing to customers and non-customers. These two articles will serve as the bases for your commentary.
http://www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf
https://hbr.org/2013/09/implementing-innovation-segment-your-non-customers
Offer new ways/ insights on how your analysis of customer journey will inform a broader understanding of other segments like the occasional buyers and the non-customers. Your commentary should benefit from last week’s workshop on customer experience mapping (see PPT slides).
IMPORTANT NOTE: YOU MUST START A FRESH NEW THREAD UNDER YOUR NAME TO address the below issues within the context of your analysis of the two articles:
How your client can best introduce a disruptive innovation stemming from a company’s ability to potentially tap into demand from non-customers or dissatisfied users of the breakfast category. The challenge, of course, is to identify why these people aren’t customers already of the pancakes readily available in the marketplace. It will be insightful to show, based on your article readings, why potential customers are/ aren’t likely buyers of your client’s product, you can articulate your comments based on how to help the client’s innovations make their new product more appealing to customers and/ or non-customers.
What is your client’s customer issue(s)? Do you need to fix these issues with the current customer base of the category? Or do you need to attract non-category users as potential “target customers”?
