The Layers of Customer Centricity (v3)
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The Layers of Customer Centricity (v3)
One of the things I love about writing and learning in public is the serendipity of collaboration; people who come across my musings will sometimes reach out and offer to partner and iterate on an idea that resonated with them. This happened recently with Shanaya from Product Thumb, who heard my audio post on The Layers of Customer Centricity and used it as a voiceover for an animation explaining my concepts. Check out the video below…
As always, I’d also love to hear from readers about their attempts at customer centricity - please chime in via comments👇 or join the chat via the Substack app.
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further reading / references
you can hear the original 5 minute audio post on The Layers of Customer Centricity here and a deep dive with visuals here
CX loops are a good way to train your organization to be more customer centric
my time at Amazon really informed my customer obsession mindset, and you can read more about how they do things in my posts on Bar Raiser and Customer Zero
if you enjoyed this framework (which is really about gauging the potential for product market fit) you should check out my thoughts on Product Market Flex
If the idea of “blending qual and quant” intrigues you, take a look at Data vs Intuition
Skip Step SaaS is a mental model for reverse engineering the original insight of many B2B products to make life easier for a clear user persona / problem
the idea that your product has to fit into the user’s workflow is elaborated on in my Span (vs Split Personas) article
childish drawing / interpretation
