Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?”
“If we can set the right goals, everything else, like collaboration, customer centricity, and decision-making, will happen more easily.”
“Think about the behaviors of satisfied customers and dissatisfied customers. Identify their patterns so you can get ahead and take action rather than wait for your customers to tell you about it and quit at the same time.”
“Collecting objective evidence helps us make customer-centric decisions. Tell your team what the objective is and what the measure of success is. They may not nail it 100% of the time, but as long as we build a learning culture, we will succeed, and our customers will benefit.”
Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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