The Customer-First Playbook

What You'll Discover

• The Power of Primary Research: Did you know that some of the most successful product innovations came from direct customer observations? We explore how companies like Intuit use programs like "Follow Me Home" to gain invaluable insights into customer behavior.
• Overcoming Organizational Hurdles: Breaking down silos is easier said than done. We examine how companies like Amazon use their "two-pizza teams" philosophy to foster agility and customer-centricity across their organization.
• Harnessing the Wisdom of the Crowd Crowdsourcing: can be a powerful tool, but it's not without risks. We analyze successes like LEGO Ideas and cautionary tales like "Boaty McBoatface" to help you navigate this double-edged sword.
• The Voice of the Customer (VoC) Revolution: Learn how brands like Starbucks use VoC solutions to stay agile and responsive to customer needs. We'll introduce you to some of the leading VoC platforms and show you how to implement them effectively.
• The Strategic Advantage of External Expertise: Sometimes, an outside perspective is exactly what you need. We discuss how external consultants can bring fresh insights and best practices to your customer-centric initiatives.