TY  - JOUR
AB  - Purpose The purpose of this paper is to show the reader how to harness customer identity in the construction sector.Design/methodology/approach Using the NLP modelling process to identify customer personas.Findings The consultants discovered that it was easier to elicit values and motivational traits using Charvet’s (1995) work during the actual workshop. This enabled more specific examples of motivational language to be used in summarising the findings of the workshop and recommendations for application to the developer. Charvet’s work does provide recommendations on motivational language to be used, and she is now developing software that enables this to be used in written language such as e-mail: www.weongozi.com
Originality/value All original research.
VL  - 48
IS  - 7
SN  - 0019-7858
DO  - 10.1108/ICT-01-2016-0009
UR  - https://doi.org/10.1108/ICT-01-2016-0009
AU  - de Rijk Lisa
PY  - 2016
Y1  - 2016/01/01
TI  - Harnessing the customer identity in the construction sector
T2  - Industrial and Commercial Training
PB  - Emerald Group Publishing Limited
SP  - 343
EP  - 348
Y2  - 2024/04/27
ER  -