Today on the Workplace Therapist Show, we’re talking about “The Secret Lives of Customers” with author, David Duncan. The word “customer” can have many definitions… customers can be internal or external. Listen in as David and I talk collecting the right data, working from home vs. the office and where vulnerability comes into play.
Dive In:
02:00 Meet David.
04:00 The purpose of David’s book, “The Secret Lives of Customers:A Detective Story About Solving the Mystery of Customer Behavior“.
06:00 How has the pandemic impacted the life of our customer? What is a “customer”? David explains how customers can be internal or external, students, donors, patients, etc.
09:30 How do we understand our customers? Three ways: language, method, mindset.
14:00 Collecting data and why you need to have conversations first.
18:30 “To be open is to be vulnerable.” Brandon and David discuss understanding the world from your customers’ perspective.
21:30 David explains “jobs to be done,” solving problems for customers and why customers do what they do.
25:00 Wants vs. needs. Working from home vs. going into the office.
31:00 David’s Life Hack: Have the conversation.
Show Resources:
- Snag David’s book, “The Secret Lives of Customers” to learn more.
- To download this show and catch up on others, find us on iTunes, Stitcher, Google Play, Spotify and YouTube.
- Connect with Brandon on LinkedIn.
Therapist, professor, consultant and radio host, Brandon Smith brings an upbeat, witty approach to the challenges of workplace health and dysfunction. 
