{"id":3024,"date":"2020-06-21T21:53:13","date_gmt":"2020-06-21T21:53:13","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3024"},"modified":"2020-06-21T23:25:50","modified_gmt":"2020-06-21T23:25:50","slug":"cs11-becoming-a-customer-ceo-champion","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3024","title":{"rendered":"CS11 &#8211; Becoming a Customer CEO Champion"},"content":{"rendered":"<p><a href=\"\/cs9-the-power-of-purpose\/\">&lt; 10 The Power of Purpose<\/a> | <a href=\"\/customer-success-profit-from-the-power-of-your-customers\/\">Home<\/a> | Fin!<\/p>\n<h1>53. Introducing customer thinking<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433038#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433038#overview<\/a><\/p>\n<h2>What is Customer Thinking<\/h2>\n<ul>\n<li>Big Data\n<ul>\n<li>Customers discover the &#8216;What&#8221;<\/li>\n<\/ul>\n<\/li>\n<li>Big insight\n<ul>\n<li>Customers discover the &#8220;Why&#8221;<\/li>\n<\/ul>\n<\/li>\n<li>Together result in Big Performance\n<ul>\n<li>Companies can prosper by combining both<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>The What<\/h3>\n<ul>\n<li>Big Data<\/li>\n<li>The right data<\/li>\n<li>The right analysis<\/li>\n<\/ul>\n<h3>The Why<\/h3>\n<ul>\n<li>Big insight<\/li>\n<li>Talking to the right people<\/li>\n<li>Asking the right questions<\/li>\n<\/ul>\n<h3>Big Performance<\/h3>\n<ul>\n<li>The right translation + the right interpretation of what you&#8217;ve seen and heard<\/li>\n<\/ul>\n<h2>The traditional world<\/h2>\n<ol>\n<li>Start with a business model and strategy<\/li>\n<li>Go to market<\/li>\n<li>Get customers<\/li>\n<\/ol>\n<p>We control the price, distribution, marketing and message, customers do not.<\/p>\n<h2>The new world<\/h2>\n<p>The old guard is collapsing and upstarts are rising every day<\/p>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/wp-content\/uploads\/2020\/06\/new-architecture.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3029\" src=\"https:\/\/wiki.thomasandsofia.com\/wp-content\/uploads\/2020\/06\/new-architecture.png\" alt=\"\" width=\"618\" height=\"466\" srcset=\"https:\/\/wiki.thomasandsofia.com\/wp-content\/uploads\/2020\/06\/new-architecture.png 618w, https:\/\/wiki.thomasandsofia.com\/wp-content\/uploads\/2020\/06\/new-architecture-300x226.png 300w, https:\/\/wiki.thomasandsofia.com\/wp-content\/uploads\/2020\/06\/new-architecture-150x113.png 150w\" sizes=\"auto, (max-width: 618px) 100vw, 618px\" \/><\/a><\/p>\n<ol>\n<li>Business model and strategy<\/li>\n<li>Customer Insight Research\n<ol>\n<li>Understand them<\/li>\n<li>Engage them<\/li>\n<li>Solve their problems<\/li>\n<li>Serve them<\/li>\n<\/ol>\n<\/li>\n<li>Fuel Business Growth\n<ol>\n<li>Innovative products and services<\/li>\n<li>Enhanced customer experience<\/li>\n<li>Improved storytelling<\/li>\n<li>Improved branding and marketing<\/li>\n<\/ol>\n<\/li>\n<li>Get customers happens because of #2 and #3<\/li>\n<\/ol>\n<p><strong>The key is Customer Insight Research<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h1>54. Find Big Insight<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433062#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433062#overview<\/a><\/p>\n<p>&#8220;What people say, what people do, and what people say they do, are entirely different things.&#8221;<br \/>\n&#8211; Margaret Mead<\/p>\n<h2>The Why<\/h2>\n<ul>\n<li>The value of studying other cultures i to better understand our own.\n<ul>\n<li>There is nothing more powerful than seeing a product service or experience from the&#8221;Outside In&#8221;<\/li>\n<\/ul>\n<\/li>\n<li>Culture is powerful force shaping the individual.\n<ul>\n<li>A user&#8217;s social, cultural or physical environment can have a pwerful effect on how products are adopted, used and perceived.<\/li>\n<\/ul>\n<\/li>\n<li>Observation can be strengthened by good documentation\n<ul>\n<li>Today, video, photos, sketches and other creative methods can be valuable aids in interpretation, analyze and recall user behavior.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>What are your customers saying to you?<\/h3>\n<ul>\n<li>Listen to me<\/li>\n<li>Learn from me<\/li>\n<li><strong>Relate to my world<\/strong><\/li>\n<li>Watch me solve my problems<\/li>\n<li>Pay attention to the unstated<\/li>\n<li>Notice my environment<\/li>\n<li>Experience it with me<\/li>\n<li>Use my behavior as a design tool to build things I need to have.<\/li>\n<\/ul>\n<h2>The 360 View<\/h2>\n<p>Abstract -&gt; Concrete<\/p>\n<ol>\n<li>Abstract: Learn\n<ul>\n<li>What they say they want<\/li>\n<li>The jobs I can help them to do better<\/li>\n<li>What they mean and intend<\/li>\n<li>What does this mean for me and my company.<\/li>\n<\/ul>\n<\/li>\n<li>Concrete: Do\n<ul>\n<li>Problems I can fix and prevent<\/li>\n<li>What innovation can I create in products services and experiences<\/li>\n<li>What can I predict about future market behavior<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>Repeat the circle to learn what they say when they see my solution.<\/p>\n<p>&nbsp;<\/p>\n<h1>55. How to Profit from the Power of your Customers<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8413148#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8413148#overview<\/a><\/p>\n<p>&#8220;A man without a smiling face must not open a shop&#8221;<br \/>\n&#8211; Chinese proverb<\/p>\n<h2>People that are serious about serving their customers well<\/h2>\n<ul>\n<li>Unorthodox inspiration<\/li>\n<li>Supercharge the flow of great ideas by engaging my customers\n<ul>\n<li>I hear their ideas and can test my own<\/li>\n<li>This inspires both myself and my customer in the process<\/li>\n<\/ul>\n<\/li>\n<li>This builds deep levels of trust.<\/li>\n<li>Fanatical customers are your best sales people.<\/li>\n<li>Customers have shown companies features that are of absolutely no use to them. (Thanks Microsoft!)\n<ul>\n<li>By listening, I can learn how to reduce the features that just don&#8217;t matter any more.<\/li>\n<li>The funds can then be moved to other areas of the company.<\/li>\n<\/ul>\n<\/li>\n<li>Innovation is incremental improvement.<\/li>\n<\/ul>\n<h2>The Nuts and Bolts<\/h2>\n<ul>\n<li>Almost no one can master every power<\/li>\n<li>If I can master a few, I will put myself leaps and bounds past my competitor.<\/li>\n<li>Do well at all 9 and I will soar to the next level.<\/li>\n<li>Practice what I&#8217;ve been taught<\/li>\n<li>My customer&#8217;s stories must be embedded deeply within my organization.<\/li>\n<\/ul>\n<p><strong>Stop Look and Listen<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h1>56. Think, Plan and Do<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433054#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433054#overview<\/a><\/p>\n<h2>Bring it all together &#8211; Customer CEO Strategy<\/h2>\n<h3>Think<\/h3>\n<ul>\n<li>What do my customers think of me?<\/li>\n<li>Why do they think it?<\/li>\n<li>What did the data say?<\/li>\n<li>What opportunities exist?<\/li>\n<li>How to I compare to the competition?<\/li>\n<li>What are the gaps?<\/li>\n<li>What are the big ideas to close the gaps?<\/li>\n<\/ul>\n<h3>Plan<\/h3>\n<ul>\n<li>Are my objectives clear?<\/li>\n<li>How will I measure progress?<\/li>\n<li>What targets should I set?<\/li>\n<li>What do I need to do short term? (3 &#8211; 6 months)<\/li>\n<li>What do I need to do long term? (3 &#8211; 5 years)<\/li>\n<li>How much will this cost?<\/li>\n<li>Who will lead what?<\/li>\n<\/ul>\n<h3>Do<\/h3>\n<ul>\n<li>How will I inform and educate my people?<\/li>\n<li>How often will we meet?<\/li>\n<li>How will I report progress?<\/li>\n<li>How can I recognize good performance?<\/li>\n<li>Should I set up staff teams?<\/li>\n<li>What stories will I tell and how will I tell them?<\/li>\n<li>How will I make changes going forward?<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>57. Become the Champion<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8413158#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8413158#overview<\/a><\/p>\n<ul>\n<li>Every new journey starts with a rallying cry.<\/li>\n<li>Create a manifesto<\/li>\n<li>Read definition of Champion\n<ul>\n<li>Gladiator, fight for and protect.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Bullet Points<\/h2>\n<ul>\n<li>It&#8217;s all about the customer\n<ul>\n<li>Protect my business by protecting my customer<\/li>\n<\/ul>\n<\/li>\n<li>Shift from adversary to advocate<\/li>\n<li>Continuously create value for my customer<\/li>\n<li>Celebrate customers at every possible opportunity<\/li>\n<li>Be on constant search to deliver higher performance for my customers<\/li>\n<li>Love to say Yes<\/li>\n<li>Be Simple (In N Out)<\/li>\n<li>Provide a platform for 2-way conversations with my customers.<\/li>\n<li>Break the rules<\/li>\n<li>Use the opportunity to be about a bigger purpose than just doing business.<\/li>\n<\/ul>\n<h1><\/h1>\n<h1>Completed June 21, 2020<\/h1>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 10 The Power of Purpose | Home | Fin! 53. Introducing customer thinking https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8433038#overview What is Customer Thinking Big Data Customers discover the &#8216;What&#8221; Big insight Customers discover the &#8220;Why&#8221; Together result in Big Performance Companies can prosper by combining both The What Big Data The right data The right analysis The Why Big ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3024\" 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-3024","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\/3024","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=3024"}],"version-history":[{"count":4,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3024\/revisions"}],"predecessor-version":[{"id":3030,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3024\/revisions\/3030"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3024"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3024"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3024"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}