Customer Focus
Strategy tools in the Customer Focus category.
21 tools
- Critical to Quality (CTQ) Trees — Break a vague customer need down into the specific, measurable traits a product must hit.
- Customer Analysis — Find out from real data who actually buys, why, and what they need, before you build or market.
- Customer Experience Mapping — Lay out the full customer journey and touchpoints to find where friction, and delight, actually happen.
- Customer Focus — Check every real decision against what the customer actually needs, not just state it as a value.
- Customer Relationship Management (CRM) — Record every customer interaction in one place so decisions rest on the full relationship, not memory.
- Harvard Business School Services Model — Trace the chain from how you treat staff to customer loyalty and revenue before you cut either end.
- Hootsuite's Social Media Strategy Framework — A plain sequence for building a social media plan on purpose instead of posting everywhere out of habit.
- House of Quality — Line up customer needs against technical requirements in a matrix to see which choices actually matter.
- Jobs to be Done Framework (JTBD) — Work out the job customers are hiring your product for, then design and market against that job.
- Kano Model — Split features into basic, performance and delighter needs, because each earns satisfaction differently.
- Lauterborn's 4Cs — The 4Ps rewritten from the customer's view: Customer, Cost, Convenience, Communication.
- Net Promoter Score (NPS) — One question sorts customers into Detractors, Passives and Promoters, tracked as a single loyalty score over time.
- Neuroscience of Customer Engagement — Design marketing and experience around how the brain actually decides, not how customers say they decide.
- Neurosciences of Customer Engagement — Lower the felt threat and effort at each customer touchpoint - what changes behaviour, not what customers say, persuades them.
- Online Reputation Management Tools — Track what's said about your brand across reviews, social and search, and answer problems while they're still small.
- RATER Model — Judge service quality on five dimensions: Reliability, Assurance, Tangibles, Empathy, Responsiveness.
- Simonson and Rosen's Influence Mix — Map where buyer confidence really comes from - prior beliefs, other people, or the marketer - the mix has shifted away from the marketer.
- Using Focus Groups — A small guided discussion that surfaces how people really think and feel, before you commit to a decision.
- Value Concept and Relationship Management — Pair your real value proposition with how well you're actually managing the relationships that depend on it.
- Value Proposition Canvas — Line up customer jobs, pains and gains against what you actually offer to catch the mismatch before you build.
- Voice of the Customer Strategy — Turn what customers say and do into a structured input for real decisions, not just a satisfaction score.