{"id":2934,"date":"2020-06-11T19:22:33","date_gmt":"2020-06-11T19:22:33","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=2934"},"modified":"2020-06-16T18:22:23","modified_gmt":"2020-06-16T18:22:23","slug":"cs-meet-customer-ceo","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=2934","title":{"rendered":"CS1 &#8211; Meet Customer CEO"},"content":{"rendered":"<p><a href=\"\/customer-success-profit-from-the-power-of-your-customers\/\">Home<\/a> | <a href=\"\/cs2-the-power-of-me\/\">2 &#8211; The Power of Me &gt;<\/a><\/p>\n<h1>Section 1: Meet Customer CEO<\/h1>\n<p>&nbsp;<\/p>\n<h1>1: Introduction with Chuck Wall<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8412908?start=0#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8412908?start=0#overview<\/a><\/p>\n<ul>\n<li>Understand your customer\n<ul>\n<li>Customer is in charge.<\/li>\n<li>Information flows from the customer to the company<\/li>\n<\/ul>\n<\/li>\n<li>9 powers the customers possess<\/li>\n<li>Strategy on how to engage customers<\/li>\n<li>How to profit.\n<ul>\n<li>11 profit centers you can profit from by understanding your customers better.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1><\/h1>\n<h1>2. It&#8217;s Time to Stop, Look, and Listen<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8427138#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8427138#overview<\/a><\/p>\n<ul>\n<li>Stop viewing everything from your own point of view<\/li>\n<li>Look at thing from your customers&#8217; point of view<\/li>\n<li>Listen for what your customer really mean\n<ul>\n<li>Not just what they say!<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1>3. The new Boss in Town<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8420398#content\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8420398#content<\/a><\/p>\n<ul>\n<li>Customers tired of how they are treated<\/li>\n<li>Multiple vendor options<\/li>\n<li>Poor treatment can very quickly lead to bad press<\/li>\n<\/ul>\n<h3>Why listen to customer?<\/h3>\n<ul>\n<li>Influence their perception into your brand<\/li>\n<li>Build long-term relationships with them<\/li>\n<li>Respond to their feedback in a timely way<\/li>\n<li>Create marketing based on their preferences<\/li>\n<li>Resolve negative market buzz by the disgruntled.<\/li>\n<li>Gain fresh insight and innovation for moving forward<\/li>\n<li>Provide a sounding board for them.<\/li>\n<li>Change your culture<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>4. New Winds are Blowing<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8427088#content\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8427088#content<\/a><\/p>\n<h3>Customer Statistics<\/h3>\n<ul>\n<li>89% switch to a competitor every single bad experience.<\/li>\n<li>60 Million hours wasted on hold with call centers<\/li>\n<li>50% give you a week to resolve a problem, then they leave<\/li>\n<li>$83 Billion cost to economy due to bad customer service<\/li>\n<li>86% will pay more for a better experience<\/li>\n<li>80% of vendors say they deliver a great customer experience\n<ul>\n<li>Only 8% of customers agreed.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Personal Questions<\/h3>\n<ul>\n<li>Why did you choose Business as a career?<\/li>\n<li>Did you have big ideas on how to change the world?<\/li>\n<li>Did you break the code that no one else could?<\/li>\n<li>Financial independence?<\/li>\n<li>To do good by serving others in some way?<\/li>\n<li>&#8230;<\/li>\n<\/ul>\n<h3>The Customer Engagement Pyramid<\/h3>\n<ul>\n<li>Rational\n<ul>\n<li>I&#8217;m satisfied, likely to continue and will recommend<\/li>\n<\/ul>\n<\/li>\n<li>Confidence\n<ul>\n<li>Always delivers on promises. They are a name I can always trust<\/li>\n<\/ul>\n<\/li>\n<li>Integrity\n<ul>\n<li>Fair resolution of my problems and always treats me with respect<\/li>\n<\/ul>\n<\/li>\n<li>Pride\n<ul>\n<li>Treats me with respect and I feel proud to be a customer<\/li>\n<\/ul>\n<\/li>\n<li>Passion\n<ul>\n<li>Can&#8217;t imagine a world without you. You are the perfect company for people like me.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>5. Customer Insight<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707238#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707238#overview<\/a><\/p>\n<h3>What is Customer Insight?<\/h3>\n<p>An <strong>illuminating discovery<\/strong> of either obvious or hidden <strong>customer needs and values<\/strong> that any enterprise can use to create <strong>exceptional customer value<\/strong> and <strong>decisive competitive advantage<\/strong>.<\/p>\n<ul>\n<li><strong>illuminating discovery<\/strong>\n<ul>\n<li>Those &#8220;Eureka!&#8221; moments when you say &#8220;Why hadn&#8217;t we thought of this before?&#8221;<\/li>\n<\/ul>\n<\/li>\n<li><strong>customer needs and value<\/strong>\n<ul>\n<li>Often &#8220;hidden in plain sight&#8221; or deeply buried nuggets that need to be clearly understood.<\/li>\n<\/ul>\n<\/li>\n<li><strong>exceptional customer value<\/strong>\n<ul>\n<li>You must believe you can deliver something of greater value to the customer in order to survive.<\/li>\n<\/ul>\n<\/li>\n<li><strong>decisive competitive advantage<\/strong>\n<ul>\n<li>\u00a0More than just differentiation, you want a decisive, unfair edge to win.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Why Insight is so important<\/h3>\n<p><strong><em>&#8220;&#8230; there are only two sources of competitive advantage, the ability to learn more about your customers faster than the competition and the ability to turn that learning into action faster than the competition.&#8221;<\/em><\/strong><\/p>\n<p>&#8211; Jack Welch, Former Chairman &amp; CEO General Electric<\/p>\n<h3>Value All Of Your Customers<\/h3>\n<ul>\n<li>Right now, someone, somewhere is actively listening to your customers.\n<ul>\n<li>To steal them from you.<\/li>\n<li>Help them do their jobs better, cheaper or faster.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4>This can happen to you<\/h4>\n<ul>\n<li>Land lines &#8211; Cell phones<\/li>\n<li>Travel Agents &#8211; Online purchasing<\/li>\n<li>Record makers &#8211; iTunes<\/li>\n<li>Big Box stores &#8211; Amazon<\/li>\n<li>Newspapers &#8211; Online news sites<\/li>\n<li>Video Stores &#8211; Streaming video<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>6. Four Spinning Plates<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707240#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707240#overview<\/a><\/p>\n<h2>4 Forces that drive Business<\/h2>\n<h3>Business Forces<\/h3>\n<ul>\n<li>Macro-Economic<\/li>\n<li>Industry<\/li>\n<li>Key Trends<\/li>\n<li>Acounting<\/li>\n<li>Finance<\/li>\n<li>Economic Analysis &amp; Policy<\/li>\n<li>Human Resources<\/li>\n<li>Operations<\/li>\n<li>Information Technology<\/li>\n<li>Marketing<\/li>\n<\/ul>\n<h3>Competition Forces<\/h3>\n<ul>\n<li>Market<\/li>\n<li>Key Trends<\/li>\n<li>Enrepeneurship<\/li>\n<li>Strategy<\/li>\n<li>Pricing<\/li>\n<li>Promotion<\/li>\n<li>Products<\/li>\n<li>Services<\/li>\n<li>Experiences<\/li>\n<\/ul>\n<h3>Technology Forces<\/h3>\n<ul>\n<li>Key Trends<\/li>\n<li>Engineering Analysis<\/li>\n<li>Statistics &amp; Dynamics<\/li>\n<li>Electronics &amp; Mechatronics\n<ul>\n<li>Multi-diciplinary branch of Electronics and Mechanics&#8230;<\/li>\n<li>Think Robotics<\/li>\n<\/ul>\n<\/li>\n<li>Programming Methodology<\/li>\n<li>Bioengineering<\/li>\n<li>Materials<\/li>\n<li>Thermodynamics<\/li>\n<li>Chemical Engineering<\/li>\n<li>Web Analytics<\/li>\n<li>Big Data<\/li>\n<\/ul>\n<h3>Customers<\/h3>\n<p><strong>Without Customers, nothing else matters.\u00a0 This is the one plate you have the most control over.<\/strong><\/p>\n<ul>\n<li>Psychology<\/li>\n<li>Anthropology\n<ul>\n<li>Humanities, social sciences, natural sciences<\/li>\n<\/ul>\n<\/li>\n<li>Sociology\n<ul>\n<li>Study of human behavior<\/li>\n<\/ul>\n<\/li>\n<li>Ethnography\n<ul>\n<li>The study of culture from the point of view of the subject.<\/li>\n<\/ul>\n<\/li>\n<li>Customer Segmentation<\/li>\n<li>Need finding<\/li>\n<li>Existing Customers<\/li>\n<li>Future Customers (non-customers)<\/li>\n<\/ul>\n<h2>Key Points<\/h2>\n<ul>\n<li><strong>Deep Customer Understanding is the Most Powerful and Untapped Secret Weapon in business.<\/strong><\/li>\n<li><strong>The Purpose of Business is to Create and Keep a Customer<\/strong>\n<ul>\n<li>This requires the ability to clearly see your customer.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>7. Proposition<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707242#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707242#overview<\/a><\/p>\n<h2>5 Steps from Data to Solutions<\/h2>\n<h3>1. Raw Data<\/h3>\n<ul>\n<li>The initial data gathered\n<ul>\n<li>Example: Answers to questions asked during a survey<\/li>\n<\/ul>\n<\/li>\n<li>What the customers say and do<\/li>\n<li>Market Data<\/li>\n<li>Big Data<\/li>\n<\/ul>\n<h3>2. Findings<\/h3>\n<ul>\n<li>Customer barriers and motivations<\/li>\n<li>Trends<\/li>\n<li>Changing Attitudes<\/li>\n<li>New Beliefs<\/li>\n<\/ul>\n<h3>3. Insight<\/h3>\n<ul>\n<li>Illuminating discovery of either obvious or hidden customer needs and values that any enterprise can use to create exceptional customer value and decisive competitive advantage.<\/li>\n<\/ul>\n<h3>4. Proposition<\/h3>\n<ul>\n<li>Translate and Interpret<\/li>\n<li>Create powerful and concrete written statements backed by customer stories as proof.<\/li>\n<\/ul>\n<h3>5. New and Improved Solutions<\/h3>\n<ul>\n<li>Products<\/li>\n<li>Services<\/li>\n<li>Experiences<\/li>\n<li>Innovations<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>Examples of Customer Insight<\/h2>\n<h3>Google<\/h3>\n<ul>\n<li>I want to find what I&#8217;m looking for right now<\/li>\n<\/ul>\n<h3>Apple<\/h3>\n<ul>\n<li>I want beautiful, easy to use products that are integral to my everyday life<\/li>\n<\/ul>\n<h3>Starbucks<\/h3>\n<ul>\n<li>I need a third place to go to relax and socialize besides my office or home<\/li>\n<\/ul>\n<h3>Ikea<\/h3>\n<ul>\n<li>I need functional, stylish furniture at an affordable price, and I&#8217;m willing to put it together myself so I can have it today.<\/li>\n<\/ul>\n<h2>Insight moves to meaningful solutions<\/h2>\n<h3>Insight + Proposition<\/h3>\n<ul>\n<li>Insight = What do the customers need<\/li>\n<li>Proposition = Invent a solution<\/li>\n<\/ul>\n<h3>Steps in Proposition<\/h3>\n<p><strong>Deploy the Proposition across all platforms and functionality<\/strong><\/p>\n<ul>\n<li>Product and service development<\/li>\n<li>Customer Experience<\/li>\n<li>Channels<\/li>\n<li>Communications<\/li>\n<li>Pricing<\/li>\n<\/ul>\n<h2>Product Centric vs. Customer Centric Companies<\/h2>\n<h3>Product Centric<\/h3>\n<ul>\n<li>Strategy: Create the best product<\/li>\n<li>Culture: New Products<\/li>\n<li>Processes: New Product Development<\/li>\n<\/ul>\n<h3>Customer Centric<\/h3>\n<ul>\n<li>Strategy: Solve Customer Problems<\/li>\n<li>Culture: Fill needs and Engage<\/li>\n<li>Processes: Gain Insight and Manage Experiences<\/li>\n<\/ul>\n<h1>8. The Nine Powers<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707244#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/707244#overview<\/a><\/p>\n<p>Focus on being the solution to your customer&#8217;s problems<\/p>\n<ul>\n<li>Power of Me\n<ul>\n<li>What&#8217;s in it for me<\/li>\n<li>Ikea<\/li>\n<\/ul>\n<\/li>\n<li>Power of Worth (Value)\n<ul>\n<li>What&#8217;s this worth?<\/li>\n<li>Hiundea<\/li>\n<\/ul>\n<\/li>\n<li>Power of Performance\n<ul>\n<li>Does this really do the job?<\/li>\n<li>Apple<\/li>\n<\/ul>\n<\/li>\n<li>Power of the Heart\n<ul>\n<li>How does this make me feel<\/li>\n<li>Lu Lu Lemon<\/li>\n<\/ul>\n<\/li>\n<li>The Power of Yes\n<ul>\n<li>Why do you keep saying No?<\/li>\n<li>Discount Tire<\/li>\n<\/ul>\n<\/li>\n<li>Power of Simple\n<ul>\n<li>Why is this so complicated<\/li>\n<li>In N Out Burger<\/li>\n<\/ul>\n<\/li>\n<li>Power of the Platform\n<ul>\n<li>What about my ideas?<\/li>\n<li>Morton Steakhouse<\/li>\n<\/ul>\n<\/li>\n<li>Power of Rebellion\n<ul>\n<li>How do I break the rules<\/li>\n<li>Dos XX<\/li>\n<\/ul>\n<\/li>\n<li>Power of Purpose\n<ul>\n<li>Do we share the same values<\/li>\n<li>Tom Shoes<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>9. Don&#8217;t wait until your customer fires you<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8439330#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8439330#overview<\/a><\/p>\n<p>Customer relationships have become impersonal.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Home | 2 &#8211; The Power of Me &gt; Section 1: Meet Customer CEO &nbsp; 1: Introduction with Chuck Wall https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8412908?start=0#overview Understand your customer Customer is in charge. Information flows from the customer to the company 9 powers the customers possess Strategy on how to engage customers How to profit. 11 profit centers you can ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=2934\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-2934","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2934","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2934"}],"version-history":[{"count":10,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2934\/revisions"}],"predecessor-version":[{"id":2954,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2934\/revisions\/2954"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2934"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2934"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2934"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}