Reference: ‘Operator’ is a new emerging concept in the startup scene) The most important criterion for analyzing the relationship between a customer and a product is ‘Whose pocket is being picked? ‘Is it a customer or a partner?’ and ‘Where is the product implemented?’ Look at the different types classified according to the two criteria and think about which brand you belong to. (1) Slack type It is an online product that customers pay for. SaaS (Software as a Service) businesses like Slack fall into this type. This is the type where problems can be controlled because all user experience takes place within the product (online). Therefore, the ultimate goal should be to create a product that does not cause problems so that inquiries are not proportional to the number of customers. The operator must quickly share issues left by customers with the team to help improve the product. (2) Google type It is an online product that does not directly make money from customers, but rather enriches advertisers.
Because customers do not pay they are relatively passive in raising issues
However, since this is a business where competitiveness is based on product quality, products Qatar WhatsApp Number Data must be improved quickly. In terms of operations, automation processes are needed to minimize customer inquiry costs. (3) Type of Airbnb It is an offline infrastructure product that does not generate revenue directly from customers and collects fees from the host. Commissions, etc. are only collected from partner businesses. These include Airbnb and Uber. This type makes it difficult to solve product problems on its own. This is because many unexpected problems occur in offline infrastructure. As the number of customers increases, the increase in customer inquiries cannot be completely controlled, so quick problem resolution is important. Operators must have the authority to respond to customers who have experienced inconveniences and quickly resolve their complaints. (4) Zappos type This is a type in which the customer pays a fee and receives an offline product.
This type of opportunity is an opportunity to turn customer inquiries into sales
Zappos is especially famous for its success in branding through customer service through Peru Phone Data operations, right? This is a type of operation that can be used not only as a response to inquiries, but also as a means of sales. In this type, the operator must play a role in understanding customer needs and delivering better value. (+) Start-up ㅇ The ‘startups’ in the middle are literally companies in the early stages of business. This is a stage where companies at the extremes of each type must be taken as a starting. Point and constantly think and reorganize where to go. Workshop to discover the operator’s goals according to the type of customer-product relationship. After understanding the four types of customer-product relationships, I felt like I had more direction in my operations than before. Next is the workshop. The channel talk was conducted based on three questions to derive effective results.