Creare un'azienda incentrata sui clienti per creare il loro WOW moment.

1. OLTRE IL
PRODOTTOcreate a customer centric
company

2. Hello!
Felice Pescatore
agile business coach

3. a good idea is only an
idea… if no one needs
it!

4. we love our product…
… but customers love them?

5. NO AMAZED CUSTOMER
no growing company!

6. “In high performing organizations, everything starts
and ends with the customer.
This is a radical shift from organizations whose
business design puts customers as the end
receiver of the chain.”
Cit. Ken Blanchard

7. Why should people choose YOUR COMPANY
to solve their problems spending their most
valuable and scarce resources
- money, time and attention -
on you?

8. CUSTOMERS IS OUR REASON TO EXIST
we must know them

9. “A deep understanding of the users of your
products and services, leads to new
perspectives which, in turn, spawn novel
solutions”
Stanford d.school

10. IBM Research
Don’t let alone customers’ needs and
expectations!
79% of business leaders have only a
generalized idea of their customers… and 60%
of marketers doubt they can identify their loyal
customers!

11. WHY?
no direct interactions with customers
unwillingness to ask about expectations
unpreparedness in addressing them

12. you must create…
WOW MOMENTS!

13. level
time
CUSTOMER RELATIONSHIP
CUSTOMERENGAGEMENT customer experience
customer journey

14. surprise the customers and
they will surprise you!

15. CUSTOMER-CENTRICITY
ask to yourself how your decisions will
impact on your customers

16. 80% of your company success (and revenues) come
from customer retention… don’t forget that!

17. your customers are willing to help you…
so empower your organization to engage with
them

18. 5 steps for building a
CUSTOMER-CENTRIC COMPANY

19. Step .1
DEFINE A COMPANY CULTURE
that customers will love

20. find values that customers will love
tell your personal story
measure what matters to customers
have some fun

21. Step .2
EMPOWER EMPLOYEES
to support Customer

22. don't use scripts
train employees to get creative
let employees to work actively with
customers
let employees to change the company
Culture

23. Step .3
CUSTOMER DEVELOPMENT
before product design

24. gather product ideas from customers
invest in a good user experience
design for emotions
be honest

25. Step .4
DESIGN YOUR PRODUCT
for and with customers

26. let employees to safe experiment with
customers
publish useful case studies
invite guest bloggers to post
failure is natural

27. Step .5
VALUE STREAM
continuous delivery

28. optimize the whole
employees are People
companies are live
daily change

29. don’t forget
IT ALL STARTS AND ENDS WITH
CONNECTING WITH YOUR CUSTOMERS

30. Thanks!
any
questions?
Special thanks to all the people who made
and released these awesome resources for
free: SlidesCarnival & Unsplash
felicepescatore.it
@felicepescatore
Felice Pescatore - Disciplined Agile Italy
advisory council member
Consortium
Getlatestversion.it