Using the Basic of Customer Anthropology

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers?  Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach?

At the core, anthropology is the study of humanity.  Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols.  What is it that makes the Cochiti, Samoans, Curds, Navy Seals, Hell’s Angels, Hatfield’s or McCoy’s a linked clique beyond their common history or shared place?

Customers have many similarities; they also have major differences.  Their sense of sameness comes through a similar reading of signals and symbols with common interpretation.  Their differences lie in their varied reactions to the factors that make them alike.

We enjoy checking into a hotel via the front-desk, complete with its capacity to influence our room choice and amenities.  We have colleagues in the same geography doing the same role who would bypass check-in conversations to get straight to the hotel room.  And, their extrovert or introvert personality is far from the segmentation factor at work.

What if you carefully watched your customers in action with an eye to seeing them anew as a social clan?  What are the artifacts customers rely on to signal them through their service experience?  What role does the style or tone of signage play in influencing what your customers see and feel?  Put on your Indiana Jones hat and see your customers for the first time.

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Partnering with Customers, Wired and Dangerous and tagged . Bookmark the permalink.

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