How does your customer use what you sell?

An exercise we don’t do often enough (especially if you sell a service rather than a product) is taking a look at how our customers actually use what we sell them.

When you make the time (not take…make) to actually dig into the functionality, the how and where they use it, and what they have to do to it to make it more practical/useful, etc. you learn some very interesting things and it’s a great way to innovate an existing product.

How do you suppose Puffs came up with the tissue box that fits into your car’s cup holder?