95% of the time, if you provide a bad service or a bad customer experience, your client/customer will share that with others, says a report by American Express. The study also highlights that only 29% of the customers believe that businesses focus on providing good customer services.
In an era where people share almost everything on social media channels, a furious post on social media is something every business owner least desires for. A single Tweet can wreak havoc for a startup or an established business alike.
Thus, providing better customer service sits at the heart of a business success. Further, the key to providing a better client experience is by delivering what your client/customer expects. And how to figure that out, we will be discussing that in today’s post, so read on:
Concept Hacking: The Refined Version Of QA
Did a computer hacker strike your head when you read the term Concept Hacking?
Well the methodology of Concept Hacking, to an extent, is similar to computer hacking. In computer hacking, you understand the computer inside-out to accomplish your desired goal. Similarly, in the Concept Hacking you understand your team’s work and client’s requirement deeply to meet your client’s desire.
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This methodology of Concept Hacking is pioneered by GreyB Services, a Singapore-based IP research firm. Abhishek Bhatia, the Team Lead of GreyB’s Concept Hacking team describes it as, “it’s a methodology where psychology and historical project data of an employee are analyzed to figure out what goes in his mind when he performs a project and how an output for a client is generated which meets his requirements.”
Understanding a client helps you to figure out what sort of solutions will suit his need best. Figuring out what is going on in your employee’s head help you tailor-made your solution/service for a client which hits the sweet spot.
How Does A Concept Hacker Bridge The Gap Between Your Client’s Expectation And Your Solutions?
When a team/employee gets engrossed in a project deeply, unintentionally the out of the box and tweaked approaches get ignored. Other times, the curse of knowledge comes into play. It is a sort of problem that if you know something, you find it hard to not knowing it or expect everyone to know it. This makes him to not include solutions which your client may be expecting.
These two things in conjunction make you deliver which may not meet your client’s expectation and ruin your impression. And this is where a Concept Hacker comes to the rescue.
A Concept Hacker armed with data and related experience knows what a client wants and looks at a solution crafted by your team from a totally different perspective. As he knows the inside out of a project process, figuring out what could have been missed become easy.
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Further, a concept hacker also behaves as a pseudo client and asks questions from teams which a client may ask after looking at the deliverable.
On the basis of all this, he provides inputs to a team. The team can use these inputs to tweak their deliverable to make it exactly what a client is expecting.
How Can I Set Up A Concept Hacking Team For My Organization?
The selection of a concept hacker comes with its own peculiarities. Followings are the requirements to look for when setting up a Concept Hacking team:
A senior team member with a
- Sound knowledge of how different projects are executed
- Good in Behavioral analysis – helps figure out the thought process of a team member.
- Understands the limitation of teams/team members.
- Have knacks to figure out a client’s requirements using publicly available data and ongoing project experiences.
Thus, a person best fit for being a concept hacker is someone who understands nuances of your industry and your organization as well. His job responsibility is to figure out and kill mismatches between your client’s expectations and your deliverables.
(Disclaimer: This is a guest post submitted on Techstory by the an author who would like to post this article as an anonymous guest .All the contents and images in the article have been provided to Techstory by the authors of the article. Techstory is not responsible or liable for any content in this article.)