Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.
“It’s the cultures that build customer-centric products that succeed, attract the best people, and ultimately have the biggest impact on their customers.” – Jeff Gothelf
“It’s your responsibility to discover what customers want. What customers say they want and what they actually do are often two different things.” – Jeff Gothelf
“The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” – Jeff Gothelf
Jeff Gothelf works as a coach, consultant, and keynote speaker. He founded Sense & Respond Press and co-authored the books Lean UX and Sense & Respond.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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