Story telling – Solving customer problems

Challenge

I am working as Project Manager in Afterscool (Bangalore). We develop  software based product for various report generation for batch  industries. We are facing the major challenge of product not user friendly  and thus not getting new customers or getting the existing customers to  migrate to our latest releases. Multiple attempts were done in the past  to improve user experience but we ended up in getting resistance from  the customers. Customers were not even ready to give their feedback or  listen to our initiatives which we wanted to take to improve user  experience and thus we were finding very difficult to generate the  revenue.

Selection

So, we decided to use Story telling tool to help us with this challenge as  it helps build emotional connection. We just did not want to solve the  problem but we also wanted to create a cause. So, we thought that  Storytelling is the best tool which can help us with this challenge. It is  really a great tool that allows a business to convey a message by allowing  your audience to emotionally connect to your subject.

Application

The first and foremost thing we did was to understand our customers as  a good story is designed for the audience and it is something which your  audience understands and your audience knows. Before even going to  the customer we did lot of homework to understand them, where do

they come from, and what do they need and then we put down clear  sequence of events in such a way it is well understood. We created a very  compelling story, something that is of interest, something that is  powerful and something that we were sure that customer is going to  listen.  We presented hard facts and recommendations. We located the  most powerful part of our message and leaned on it which helped in  creating moments of reflection and customers started showing lot of  interest in us.

Insight

Thus, we realized that it was the perfect decision to use story telling tool  to solve our problem and it was the best way to get our audience to pay  attention to us. The concept of Design Thinking helped to understand our  customers better and build trust with the customers by building strong  connection with them. Finally, we started getting good number of orders  for our latest releases and we also started getting good number of orders  from new customers after we improved our product based on the  feedback received in various story telling sessions. It was really a great  achievement for us as with 2 years our revenue got doubled.

Approach

Storytelling tool helped us a lot in overcoming the challenged that we  faced but at the same time another tool that we will use in future along  with story-telling tool is ‘Visualization’. This tool will further enhance our  story by making it even more tangible for customers to understand our  concepts. We will also use more pictures and videos when telling the  story which will create even better impact.


Story telling – Solving customer problems Challenge I am working as Project Manager in Afterscool ( Bangalore ) . We develop software based product for various report generation for batch industries . We are facing the major challenge of product not user friendly and thus not getting new customers or getting the existing customers to migrate to our latest releases . Multiple attempts were done in the past to improve user experience but we ended up in getting resistance from the customers . Customers were not even ready to give their feedback or listen to our initiatives which we wanted to take to improve user experience and thus we were finding very difficult to generate the revenue . Selection So , we decided to use Story telling tool to help us with this challenge as it helps build emotional connection . We just did not want to solve the problem but we also wanted to create a cause . So , we thought that Storytelling is the best tool which can help us with this challenge . It is really a great tool that allows a business to convey a message by allowing your audience to emotionally connect to your subject . Application The first and foremost thing we did was to understand our customers as a good story is designed for the audience and it is something which your audience understands and your audience knows . Before even going to the customer we did lot of homework to understand them , where do they come from , and what do they need and then we put down clear sequence of events in such a way it is well understood . We created a very compelling story , something that is of interest , something that is powerful and something that we were sure that customer is going to listen . We presented hard facts and recommendations . We located the most powerful part of our message and leaned on it which helped in creating moments of reflection and customers started showing lot of interest in us . Insight Thus , we realized that it was the perfect decision to use story telling tool to solve our problem and it was the best way to get our audience to pay attention to us . The concept of Design Thinking helped to understand our customers better and build trust with the customers by building strong connection with them . Finally , we started getting good number of orders for our latest releases and we also started getting good number of orders from new customers after we improved our product based on the feedback received in various story telling sessions . It was really a great achievement for us as with 2 years our revenue got doubled . Approach Storytelling tool helped us a lot in overcoming the challenged that we faced but at the same time another tool that we will use in future along with story - telling tool is ‘ Visualization ’ . This tool will further enhance our story by making it even more tangible for customers to understand our concepts . We will also use more pictures and videos when telling the story which will create even better impact .