Use the below links to access two articles entitled “Closing the delivery gap” by Bain & Company and “Implementing Innovation: Segment your non-customer” by HBR as the bases for your Knowledge Board commentary on how to better analyze the gaps related to the delivery of superior customer experience in a way that is appealing to customers and non-customers. These two articles will serve as the bases for your commentary.
Offer new ways/ insights on how your analysis of customer journey will inform a broader understanding of other segments like the occasional buyers and the non-customers. Your commentary should benefit from last week’s workshop on customer experience mapping (see PPT slides).
IMPORTANT NOTE: YOU MUST START A FRESH NEW THREAD UNDER YOUR GW NAME TO address the below issues within the context of your analysis of the two articles:
1- How your client can best introduce a disruptive innovation stemming from a company’s ability to potentially tap into demand from non-customers or dissatisfied users of the breakfast category. The challenge, of course, is to identify why these people aren’t customers already of the pancakes readily available in the marketplace. It will be insightful to show, based on your article readings, why potential customers are/ aren’t likely buyers of your client’s product, you can articulate your comments based on how to help the client’s innovations make their new product more appealing to customers and/ or non-customers.
2- What is your client’s customer issue(s)? Do you need to fix these issues with the current customer base of the category? Or do you need to attract non-category users as potential “target customers”?
In addition, I want you to write comments about these 3 students responses (It’s a discussion board) here and example of a student comment
Hello Curtis, Great blog post! I agree with you in that DreamPak needs to focus less on the innovation component and more on how it will change their customers’ breakfast experience. It is going to be critical for them to listen to their customer base from design, to delivery and development. I agree that at this point all customers are non-customers of the the Mir.Batters product due to the fact that it has yet to hit the market. For current buyers of pancake products DreamPak should further investigate as to why pancakes are their preferred choice when buying. Similarly, for those who least prefer pancakes, what keeps them away. As mentioned in other discussions it is clear that saving time is their priority incentive when creating this product. What DreamPak needs to confirm is if time is the main factor for why customers may not be currently active in the pancake breakfast market. In addition to what was mentioned by your post, it is important to note that when releasing this product DreamPak has to make sure customers would enjoy the product long term and not just leave it after one try. DreamPak may want to make sure the taste of the product could stand next to any of the competitors currently in the market.
I have added the link to an interesting article on best pancake brands ranked by taste!