10 essentials for survival in the customer driven economy
Winning organizations are applying ten key capabilities focused on Customer Centered Design, Delivery, and Culture. In this article I highlight some specific ways and examples to ensure your organization is ready to thrive in the new customer-driven economy.
How to Deeply Understand Customer Pain
Understanding the pain of your customer is the beginning of good design. Spending time observing, empathizing, and experiencing customer problems is foundational. Learn the four critical ways you and your team can deeply understand customer problems and pain so that you can design awesome customer experiences.
Smashing Silos: How to Create Seamless Customer Experiences
Customers don’t care about silos, they simply want a seamless, low friction interaction that solves their pain/problem (and occasionally delights them). Customer Experience Ownership is the cure for Silo Syndrome.