SlideShare a Scribd company logo
1 of 44
Download to read offline
Customer Who?!??
Do you know what your customers really want?
Maria Matarelli
@MariaMatarelli
Meet the Presenters
Danny Sack
@SackDanny
#Agile2013
Topics
• Importance of Customer Feedback
• Case Study
• Dissect Communication Layers
• Techniques for Engaging your Customers
IMPORTANCE OF
FEEDBACK
Majestic Loki
Majestic Loki and his sister Lexi
in their pure ‘no feedback’ position
CUSTOMER
EXPERIENCE
CASE STUDY
Background
Create a virtual index of the
real world
Make the world computable
Bridge the virtual world and the real world
1
Our Mission
© 2012 Nokia | Confidential
Organizational Intro
7,000 employees on 6 continents in 50 countries
2 million changes every day to the database
300 patents granted and over 250 pending
8 /10 navigation devices are powered by HERE
More than 22 million miles of roadway
Up to 260 attributes per road segment
Background
HERE – maps and location based services
Power navigation systems in 80+% of cars
Complicated sales process for multi-year contracts
New Product Example
HERE recently launched a dynamic content delivery service for
our customers -> Location Based Search
Complete departure from our previous generation product
Allows our customers to radically rethink the way they compete
First Generation Product
3 years of R&D work
Millions of dollars invested
Thousands of man-months consumed
Where is the Customer?
Product Roadshow
Customer visits
- 30 key Customers
- 7 Countries
Enrolled 10 key customers in a Beta Program
Findings and Feedback
“This is possibly the most important new development
by Nokia in the last 10 years"
- Director of Product Management
“You sold us a vision, not a platform."
- VP of Sales
“Have you considered this implementation?"
- Director of Business Development
“What if we don’t want to change our
products?"
- Senior Architect
“How do we see some sample
data?"
- Director of Engineering
"The experience that we've had in the Beta
has been incredibly frustrating"
- Director of Product Management
The Good, Bad, & Ugly
• The basic premise
was perfect for the
marketplace
• We built to the wrong
use cases
• Our solution didn’t
and wouldn’t scale
IMPACT
Back to the Drawing Board
Rework the product –> 12 more months of R&D
Reposition the product –> Aligned to a portfolio
Re-launched the offering and re-introduced it to our customers
Results
Poll the Room
Do you know your key customers?
Do you know how many layers exist
between you and your customer’s key
decision makers?
DISSECTING THE LAYERS
BETWEEN YOU AND YOUR
CUSTOMER
Exercise
Communication Breakdowns
Engineers build products
far removed from what is
promised or needed
Product Managers
write requirements
for respective
programs
Account Execs talk
to business
managers
Exercise
Draw the communication
layers between
you and your customer
SHARE & DEBRIEF
PM Partners with Sales
Startup
Workshop
TECHNIQUES FOR
ENGAGING CUSTOMERS
Techniques for Engaging Customers
• Direct customer involvement with teams
• Full feedback loop into Product Backlog
• Open Space
• Visual Collaboration
• Innovation Games
Direct Customer Involvement
Beta programs are good, but may be too late
Iterate earlier with key customers
•Alpha --> pre-Alpha --> rough draft
Get the engineers in a room together
Feedback cycle
________
________
________
________
________
________
Open Space
Innovation Games
Engaging
people
through
collaborative
play
Empathy Map
Helps you gain insight and understanding for a targeted persona
Reference: http://innovationgames.com/empathy-map
Me & My Shadow
Identifying your customers hidden needs
Reference: http://innovationgames.com/me-and-my-shadow
Prioritization
Customer feedback feeds into team backlog
Prioritize customer requests
Buy a Feature
Prioritize features
Reference: http://innovationgames.com/buy-a-feature
20/20 Vision
Understand customer priorities
Reference: http://innovationgames.com/2020-vision
Bang for the Buck
Collaboratively rank a project backlog based on
estimated value and estimated cost
Reference: http://innovationgames.com/4454-2
IN SUMMARY
Q’S
Contact Us
Maria Matarelli http://www.bevilledge.com
Maria.Matarelli@BevillEdge.com
@MariaMatarelli
www.linkedin.com/in/mariamatarelli
Danny Sack
Daniel.Sack@here.com
@SackDanny
www.linkedin.com/in/dsack

More Related Content

What's hot

NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswift
NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswiftNextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswift
NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswiftOutSystems
 
Dynamics 365 human resource support
Dynamics 365 human resource supportDynamics 365 human resource support
Dynamics 365 human resource supportcomputerqwerty
 
A DevOps Journey - CDK Global
A DevOps Journey - CDK GlobalA DevOps Journey - CDK Global
A DevOps Journey - CDK GlobalBrian Garofola
 
Imaginea_Product Engineering_Services
Imaginea_Product Engineering_ServicesImaginea_Product Engineering_Services
Imaginea_Product Engineering_ServicesImaginea
 
Portfolio techbins
Portfolio techbinsPortfolio techbins
Portfolio techbinstechbins
 
M2 roadshow europe anna rafferty penguin digital
M2 roadshow europe anna rafferty penguin digitalM2 roadshow europe anna rafferty penguin digital
M2 roadshow europe anna rafferty penguin digitalmobilesquared Ltd
 
Traditional to Agile conceptual
Traditional to Agile conceptualTraditional to Agile conceptual
Traditional to Agile conceptualBevill Edge
 
PI Leader Role updated
PI Leader Role updatedPI Leader Role updated
PI Leader Role updatedShira Peleg
 
Ray Business Technologies Company Profile - Presentation
Ray Business Technologies Company Profile - PresentationRay Business Technologies Company Profile - Presentation
Ray Business Technologies Company Profile - PresentationRay Business Technologies
 
Fluid ai overview pitch deck
Fluid ai overview pitch deckFluid ai overview pitch deck
Fluid ai overview pitch deckRaghav Aggarwal
 
Providence - Bring Your Software Concept to Life
Providence - Bring Your Software Concept to LifeProvidence - Bring Your Software Concept to Life
Providence - Bring Your Software Concept to LifeProvidence
 
Case study of Q-it
Case study of Q-itCase study of Q-it
Case study of Q-itJedi Labs
 
Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Bonitasoft
 
How to Sell the Quickstart Methodology
How to Sell the Quickstart MethodologyHow to Sell the Quickstart Methodology
How to Sell the Quickstart MethodologyOdoo
 
01Synergy- A leading Brand in Software Development
01Synergy- A leading Brand in Software Development01Synergy- A leading Brand in Software Development
01Synergy- A leading Brand in Software Development01Synergy
 

What's hot (20)

NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswift
NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswiftNextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswift
NextStep Boston 2018 - Silky Smooth: How to Design Frictionless B2C Apps, bswift
 
Dynamics 365 human resource support
Dynamics 365 human resource supportDynamics 365 human resource support
Dynamics 365 human resource support
 
MindK Overview 2020
MindK Overview 2020MindK Overview 2020
MindK Overview 2020
 
A DevOps Journey - CDK Global
A DevOps Journey - CDK GlobalA DevOps Journey - CDK Global
A DevOps Journey - CDK Global
 
Imaginea_Product Engineering_Services
Imaginea_Product Engineering_ServicesImaginea_Product Engineering_Services
Imaginea_Product Engineering_Services
 
Portfolio techbins
Portfolio techbinsPortfolio techbins
Portfolio techbins
 
7 Things to Consider Before You Hire Volusion Developer
7 Things to Consider Before You Hire Volusion Developer7 Things to Consider Before You Hire Volusion Developer
7 Things to Consider Before You Hire Volusion Developer
 
M2 roadshow europe anna rafferty penguin digital
M2 roadshow europe anna rafferty penguin digitalM2 roadshow europe anna rafferty penguin digital
M2 roadshow europe anna rafferty penguin digital
 
Creative Services | Ameexusa
Creative Services | AmeexusaCreative Services | Ameexusa
Creative Services | Ameexusa
 
Traditional to Agile conceptual
Traditional to Agile conceptualTraditional to Agile conceptual
Traditional to Agile conceptual
 
Ameex Creative Services
Ameex Creative ServicesAmeex Creative Services
Ameex Creative Services
 
PI Leader Role updated
PI Leader Role updatedPI Leader Role updated
PI Leader Role updated
 
Ray Business Technologies Company Profile - Presentation
Ray Business Technologies Company Profile - PresentationRay Business Technologies Company Profile - Presentation
Ray Business Technologies Company Profile - Presentation
 
Sigmind pitch deck_2020
Sigmind pitch deck_2020Sigmind pitch deck_2020
Sigmind pitch deck_2020
 
Fluid ai overview pitch deck
Fluid ai overview pitch deckFluid ai overview pitch deck
Fluid ai overview pitch deck
 
Providence - Bring Your Software Concept to Life
Providence - Bring Your Software Concept to LifeProvidence - Bring Your Software Concept to Life
Providence - Bring Your Software Concept to Life
 
Case study of Q-it
Case study of Q-itCase study of Q-it
Case study of Q-it
 
Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1
 
How to Sell the Quickstart Methodology
How to Sell the Quickstart MethodologyHow to Sell the Quickstart Methodology
How to Sell the Quickstart Methodology
 
01Synergy- A leading Brand in Software Development
01Synergy- A leading Brand in Software Development01Synergy- A leading Brand in Software Development
01Synergy- A leading Brand in Software Development
 

Viewers also liked

解除密碼流程(元禾)
解除密碼流程(元禾)解除密碼流程(元禾)
解除密碼流程(元禾)firrlhnv109
 
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...esculentus
 
Technical Debt for the Non Technical
Technical Debt for the Non TechnicalTechnical Debt for the Non Technical
Technical Debt for the Non TechnicalMaria Matarelli
 
Truyen hay
Truyen hayTruyen hay
Truyen hayTô Ánh
 
Mmc操作(元禾)
Mmc操作(元禾)Mmc操作(元禾)
Mmc操作(元禾)firrlhnv109
 
2003網域安全性原則
2003網域安全性原則2003網域安全性原則
2003網域安全性原則firrlhnv109
 
Break down the silos - collaboration techniques for teams
Break down the silos - collaboration techniques for teamsBreak down the silos - collaboration techniques for teams
Break down the silos - collaboration techniques for teamsMaria Matarelli
 
Southern Born and Bred: Native & Adopted Plants for Zone 8
Southern Born and Bred: Native & Adopted Plants for Zone 8Southern Born and Bred: Native & Adopted Plants for Zone 8
Southern Born and Bred: Native & Adopted Plants for Zone 8esculentus
 
Motivating and Engaging Teams by Maria Matarelli
Motivating and Engaging Teams by Maria MatarelliMotivating and Engaging Teams by Maria Matarelli
Motivating and Engaging Teams by Maria MatarelliMaria Matarelli
 
Plant Extroverts! Wonderful Woodies with Personality
Plant Extroverts! Wonderful Woodies with PersonalityPlant Extroverts! Wonderful Woodies with Personality
Plant Extroverts! Wonderful Woodies with Personalityesculentus
 
ABCD Open Source Software for managing ETD repositories
ABCD Open Source Software for managing ETD repositoriesABCD Open Source Software for managing ETD repositories
ABCD Open Source Software for managing ETD repositoriessangeetadhamdhere
 
Library Website: Mirror of the Library
Library Website: Mirror of the LibraryLibrary Website: Mirror of the Library
Library Website: Mirror of the Librarysangeetadhamdhere
 

Viewers also liked (15)

解除密碼流程(元禾)
解除密碼流程(元禾)解除密碼流程(元禾)
解除密碼流程(元禾)
 
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...
If You Grow It and Show It, They Will Come: Dreamy Plants and Marketing Ideas...
 
Raid(元禾)
Raid(元禾)Raid(元禾)
Raid(元禾)
 
Task presentation
Task presentationTask presentation
Task presentation
 
Technical Debt for the Non Technical
Technical Debt for the Non TechnicalTechnical Debt for the Non Technical
Technical Debt for the Non Technical
 
Truyen hay
Truyen hayTruyen hay
Truyen hay
 
Mmc操作(元禾)
Mmc操作(元禾)Mmc操作(元禾)
Mmc操作(元禾)
 
ABCD for etd repositories
ABCD for etd repositoriesABCD for etd repositories
ABCD for etd repositories
 
2003網域安全性原則
2003網域安全性原則2003網域安全性原則
2003網域安全性原則
 
Break down the silos - collaboration techniques for teams
Break down the silos - collaboration techniques for teamsBreak down the silos - collaboration techniques for teams
Break down the silos - collaboration techniques for teams
 
Southern Born and Bred: Native & Adopted Plants for Zone 8
Southern Born and Bred: Native & Adopted Plants for Zone 8Southern Born and Bred: Native & Adopted Plants for Zone 8
Southern Born and Bred: Native & Adopted Plants for Zone 8
 
Motivating and Engaging Teams by Maria Matarelli
Motivating and Engaging Teams by Maria MatarelliMotivating and Engaging Teams by Maria Matarelli
Motivating and Engaging Teams by Maria Matarelli
 
Plant Extroverts! Wonderful Woodies with Personality
Plant Extroverts! Wonderful Woodies with PersonalityPlant Extroverts! Wonderful Woodies with Personality
Plant Extroverts! Wonderful Woodies with Personality
 
ABCD Open Source Software for managing ETD repositories
ABCD Open Source Software for managing ETD repositoriesABCD Open Source Software for managing ETD repositories
ABCD Open Source Software for managing ETD repositories
 
Library Website: Mirror of the Library
Library Website: Mirror of the LibraryLibrary Website: Mirror of the Library
Library Website: Mirror of the Library
 

Similar to Customer Who??

Upside9: Design Innovate Experience
Upside9: Design Innovate ExperienceUpside9: Design Innovate Experience
Upside9: Design Innovate ExperienceUpside9
 
Use Product Debt to Maximize Business Value by Devbridge Directors
Use Product Debt to Maximize Business Value by Devbridge DirectorsUse Product Debt to Maximize Business Value by Devbridge Directors
Use Product Debt to Maximize Business Value by Devbridge DirectorsProduct School
 
Setting the Customer's Journey: Walk a Mile In Your Customer's Shoes
Setting the Customer's Journey: Walk a Mile In Your Customer's ShoesSetting the Customer's Journey: Walk a Mile In Your Customer's Shoes
Setting the Customer's Journey: Walk a Mile In Your Customer's ShoesAggregage
 
Why Value Stream is key to Digital Product Delivery
Why Value Stream is key to Digital Product Delivery Why Value Stream is key to Digital Product Delivery
Why Value Stream is key to Digital Product Delivery Mani Maun
 
Unlocking Agile's Missed Potential
Unlocking Agile's Missed PotentialUnlocking Agile's Missed Potential
Unlocking Agile's Missed PotentialAggregage
 
thinkLA AdU: Digital Production 101
thinkLA AdU: Digital Production 101thinkLA AdU: Digital Production 101
thinkLA AdU: Digital Production 101thinkLA
 
Product Management and CX Approaches: Friends or Foes?
Product Management and CX Approaches: Friends or Foes?Product Management and CX Approaches: Friends or Foes?
Product Management and CX Approaches: Friends or Foes?James Prentis
 
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...AgileNetwork
 
Exponential e-unified-communications-presentations
Exponential e-unified-communications-presentationsExponential e-unified-communications-presentations
Exponential e-unified-communications-presentationsExponential_e
 
Unified Communications - Collaborative services that deliver greater busines...
Unified Communications  - Collaborative services that deliver greater busines...Unified Communications  - Collaborative services that deliver greater busines...
Unified Communications - Collaborative services that deliver greater busines...Exponential_e
 
How to Disrupt Digital Product Cultures by LearnVest VP of Product
How to Disrupt Digital Product Cultures by LearnVest VP of ProductHow to Disrupt Digital Product Cultures by LearnVest VP of Product
How to Disrupt Digital Product Cultures by LearnVest VP of ProductProduct School
 
Agile business development
Agile business developmentAgile business development
Agile business developmentSmartOrg
 
Wizard - Credential 2013
Wizard - Credential 2013Wizard - Credential 2013
Wizard - Credential 2013Vũ Thịnh
 

Similar to Customer Who?? (20)

Upside9: Design Innovate Experience
Upside9: Design Innovate ExperienceUpside9: Design Innovate Experience
Upside9: Design Innovate Experience
 
Use Product Debt to Maximize Business Value by Devbridge Directors
Use Product Debt to Maximize Business Value by Devbridge DirectorsUse Product Debt to Maximize Business Value by Devbridge Directors
Use Product Debt to Maximize Business Value by Devbridge Directors
 
Greetings david cutler inform and connect
Greetings   david cutler inform and connectGreetings   david cutler inform and connect
Greetings david cutler inform and connect
 
Setting the Customer's Journey: Walk a Mile In Your Customer's Shoes
Setting the Customer's Journey: Walk a Mile In Your Customer's ShoesSetting the Customer's Journey: Walk a Mile In Your Customer's Shoes
Setting the Customer's Journey: Walk a Mile In Your Customer's Shoes
 
Why Value Stream is key to Digital Product Delivery
Why Value Stream is key to Digital Product Delivery Why Value Stream is key to Digital Product Delivery
Why Value Stream is key to Digital Product Delivery
 
Unlocking Agile's Missed Potential
Unlocking Agile's Missed PotentialUnlocking Agile's Missed Potential
Unlocking Agile's Missed Potential
 
Lets get digital
Lets get digitalLets get digital
Lets get digital
 
Greetings david cutler inform and connect
Greetings   david cutler inform and connectGreetings   david cutler inform and connect
Greetings david cutler inform and connect
 
thinkLA AdU: Digital Production 101
thinkLA AdU: Digital Production 101thinkLA AdU: Digital Production 101
thinkLA AdU: Digital Production 101
 
APPE-Case-Study
APPE-Case-StudyAPPE-Case-Study
APPE-Case-Study
 
Greetings david cutler inform and connect
Greetings   david cutler inform and connectGreetings   david cutler inform and connect
Greetings david cutler inform and connect
 
Product Management and CX Approaches: Friends or Foes?
Product Management and CX Approaches: Friends or Foes?Product Management and CX Approaches: Friends or Foes?
Product Management and CX Approaches: Friends or Foes?
 
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...
ANIn Coimbatore March 2023 |How Did Feedback Loops Help To Build Better Produ...
 
Exponential e-unified-communications-presentations
Exponential e-unified-communications-presentationsExponential e-unified-communications-presentations
Exponential e-unified-communications-presentations
 
Unified Communications - Collaborative services that deliver greater busines...
Unified Communications  - Collaborative services that deliver greater busines...Unified Communications  - Collaborative services that deliver greater busines...
Unified Communications - Collaborative services that deliver greater busines...
 
How to Disrupt Digital Product Cultures by LearnVest VP of Product
How to Disrupt Digital Product Cultures by LearnVest VP of ProductHow to Disrupt Digital Product Cultures by LearnVest VP of Product
How to Disrupt Digital Product Cultures by LearnVest VP of Product
 
Agile business development
Agile business developmentAgile business development
Agile business development
 
David cutler projects and activities
David cutler projects and activitiesDavid cutler projects and activities
David cutler projects and activities
 
Wizard - Credential 2013
Wizard - Credential 2013Wizard - Credential 2013
Wizard - Credential 2013
 
Bala murali sapui5 abapcv
Bala murali sapui5 abapcvBala murali sapui5 abapcv
Bala murali sapui5 abapcv
 

Recently uploaded

TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato pptElizangelaSoaresdaCo
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessAPCO
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsyasinnathani
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toumarfarooquejamali32
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfHajeJanKamps
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfSourav Sikder
 

Recently uploaded (20)

TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato ppt
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story points
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb to
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
 

Customer Who??

Editor's Notes

  1. Introduction (5 min)Importance of customer feedback (10 min)Share a case study of a company’s customer experience after building a product without including the customers’ input (15 min)Discuss the impact (10 min)Exercise – Dissect the layers between you and your end customers (20 min)Share techniques for engaging your customers and completing a full feedback loop (15 min)