Podcast: AIA Malaysia On Experiencing What Your Customers Experience

Troy Barnes
Posted: 03/12/2018

You’re not going to get insight and observation about what customers are really thinking and what problems they’re really trying to solve unless you’re out there with them - Troy Barnes, AIA Malaysia

Barnes is ultimately arguing that true customer centricity does not come from thinking about your customers.  It's not even about thinking like a customer.

It's about getting out into the market and experiencing exactly what your customers experience.  Only then - when you understand their true demands, their true journeys, their true "pain points" and their true sentiment - can you build the optimal experience.

Barnes discusses this approach in the new CCW Digital Podcast, which you can access below.

Troy Barnes
Posted: 03/12/2018

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