Product Management presentation given during #ProductCon Online September 2021 by Typeform CPO, Irana Wasti.

1. Customer Centricity in Increasingly Remote
World by Typeform CPO
www.productschool.com

2. CERTIFICATES
Your Product Management Certificate Path
Product Leadership
Certificate™
Full Stack Product
Management Certificate™
Product Management
Certificate™
20 HOURS
40 HOURS
40 HOURS

3. Corporate
Training
Level up your team’s Product
Management skills

4. Free Product Management Resources
BOOKS
EVENTS
JOB PORTAL
COMMUNITIES
bit.ly/product_resources
COURSES

5. Customer
Centricity

6. Businesses
exist to solve a
customer need

7. Customers
vote with their
wallets

8. Lack of Delight
opens room for
competition
and disruption

9. Example of Disruption

10. Forms have
been around a
long time, but
have they been
delightful?

11. Raise hand if you
enjoyed your last
experience of
completing a
paper form?

12. Raise hand if the
last online form
you completed
was a Fun
experience?

13. My last paper
form
My last online
form Delightful
Fun
Customer
friendly
Mandatory

14. Meet Typeform

15. Achieving Customer
Centricity

16. Physical
spaces

17. Customer-themed conference rooms
Physical
spaces

18. Digital
Options
Net Promoter Score
Surveys
Feedback forms

19. My preferred Customer Centricity Tool
Follow-Me-Home’s
Observe & Learn WHAT customer do
and HOW they complete their key Jobs
Prepare to be surprised!

20. My preferred Customer Centricity Tool
Follow-Me-Home’s
Look for unspoken pain points,
workarounds, emotional highs and
lows
Find Insights and Opportunities to
solve customer pain points and
validate with the customers

21. Follow-Me-Home’s in the Digital-first/only environment
Observe the customer via a video conference
Ask the customer to screen share so you can see
their setup/toolset/processes
Ask the customer to email any pictures of
physical assets/tools
Record the interaction for future reference

22. In the
remote-first
world, don’t
forget to include
customers in the
conversations

23. Customer Centricity is critical...
Conclusion
To solve
customer
need
To generate
customer
delight
To win
customer
share of wallet

24. Q&A
Share your customer centric
best practices

25. www.productschool.com
Part-time Product Management Training Courses
and
Corporate Training