- Consciously incompetent
You do not know what you do not know. You are therefore not aware that you do not yet know or can do certain things.
You now know that you can’t or don’t know something yet. You then have the choice whether you want to learn this.
You make the acquired knowledge more and more your own. You also feel more comfortable now, because you are getting better and better.
You are no longer concerned with the new knowledge. You no longer think about it, but show it automatically.
The steps of Maslow’s learning curve
Going to your new job for the first time
Imagine you have a new job and you start on Monday. Exciting! Because you leave nothing to chance, you turn on the navigation in your car. This way you know for sure that you arrive at your new work. The next day you also turn on the navigation, just to be sure. But on the third day, the navigation can be turned off. You no longer need guidance, you now know how to find the address of your new work flawlessly.
In this example you have already gone through the steps of Maslow’s learning curve. You are now unconsciously able to get from home to work, without the aid of a navigation system. But imagine Founder Email Lists that the navigation system is just switched on every day and navigating you to work. At the traffic light turn left, after 100 meters turn right, after 3 kilometers at the roundabout three quarters. I’m sure this quickly becomes irritating, isn’t it?
- Add an extra factor to the customer lifecycle: maturity
- Virtually every customer lifecycle I’ve come across is focus on helping someone who comes into contact with your product or service for the first time. But then there are no iterations on the customer lifecycle if someone already comes to you for the 10th time. And that is reflect in the engagement at the contact moments. Add a customer’s maturity to the customer lifecycle. The contact moments will then be very different in that lifecycle. Contact moments may possibly be merged, or may even be canceled. If someone has already been to your hotel 5 times, do you want to ask again and again how your customer experienced the stay? And that route description, is it still necessary?