Anthony Davidson

What is Customer Insight?

MacBook and tiny shopping trolley

One of my favourite quotes on customer insights is “that it is a fresh and non-obvious way of understanding customer needs, behaviours and frustrations that can become the basis of a business opportunity.”

Mohanbir Sawhney says that sometimes it’s a way of looking at things that other people have not seen and actually considered to be counterintuitive. It can also come from anomalies and the intersection of trends. Generating customer insights requires going in deep, building empathy with customers and trying to understand their point of view.

“Customer insights are a penetrating view of the obvious and looking at things differently and doing it by getting into the minds and lives and removing your own blinkers. It’s about walking in the customer’s shoes, but first you have to take off your own!”

Here’s a link to his video.


#data #analytics #insights