SME toolkit for understanding customers

Under the User Factor Project, a free toolkit has been developed in order to help SMEs become more customer focused and improve their services.

The goal of the toolkit is to help small businesses to better identify their customers’ needs in order to stay relevant in the local and global markets through 5 different approaches. These are: Seeking Feedback, Observing Costumers, Service Safary, Customer Journey Maps, and the 5 Whys.

So far, several small business owners have integrated activities from the toolkit and been able to adapt and tap into new markets. The toolkit allows companies to highlight pain points and to identify different customer types and needs by promoting slight changes to their activities without increasing costs. The activities range from 5 to 30 minutes.

To access the toolkit developed by our partner the Department of Finance of Northern Ireland, please visit: http://www.understandyourcustomersni.info/