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What is Understanding the Customer Iceberg Model about?

This document presents the Customer Iceberg Model, which is used to understand customers or stakeholders at different levels, from their observable actions and statements to their underlying needs, drivers, and personal characteristics. The model depicts seven levels of the "iceberg" ranging from observable behaviors to internal motivations, providing questions to help understand each level, like what they are doing, why they are doing it, and who they truly are.

Author

Dana

Language

EN