the Customer-Centric Worldview

From Introducing the Customer-Centric Worldview on GoodExperience: "It was all a difference in perspective. The clerks were explaining to me how the product return affected them (they would have to call the catalog and manage the return) and not how it affected me (I could only get store credit). Had they simply communicated in my language, the interaction would have gone much better all around: 'We'll be happy to take that back, sir, though we can only issue store credit for it.' Whether online or offline, customers now have unparalleled power to research and transact with companies exactly when, where, and how they choose. There is a new worldview at work that companies must either embrace, or ignore at their peril." As it has and will for years and years, the business world revolves around the customer, not your business.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.


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