While reading Empowered by Marty Cagan & Chris Jones, something that really struck a chord with me were my learnings about customer centricity. First, the author talks about how it is common for a product person to consider that they have different customers where they assume multiple business stakeholders to also be customers and confuse between the two. 🚫 Second, this practice of considering various business stakeholders as customers dilutes the role of the real customer. 🤔 Third, the author mentions that for the product teams and product people to be in-sync with the company’s customers, they can have a minimum of 3 one hour customer interactions and share their learnings and stories widely across teams and the company. This helps product folks to develop a deep personal knowledge about the company’s users and customers. 👩💻 Lastly, I re-learnt that my job as a product person is not to ask customers what to build, rather it is about placing importance on innovating on behalf of them. This can be practiced by learning about user behavior and pain points through various qualitative and quantitative ways by avoiding leading questions! 💡 Would you consider talking to your customer once a week? Thoughts? Would love to know how product teams function in your firms. Comment down below! #productmanagement #customerexperience #customercentricity #openfornewopportunities #opentowork #empowered
Thank you for sharing this. These are critical points you've brought up. Customer success and customer interaction although unique are related. Great point!
As I remember, when Marty tells about "once a week", he also adds: "... and once a week is pretty slow, it's a minimum" 👍
@in M,, Ml
Product @ Hiya | Cornell | Building 0-1 products
1yInsightful! Although I would like to talk to customers once a week, finding the customer and the time to talk to them becomes a hurdle, often. Instead, syncing up with customer support teams and going through customer reviews is a decent substitute for my team