SlideShare a Scribd company logo
dug@humansystems.io
True or false?
What should our customers be able to expect from us?
True or false?
What would we do
if we were
customer-obsessed?
dug@humansystems.io
True or false?
Customer intimacy means
we can identify and fix
potential problems before
our clients have noticed
dug@humansystems.io
True or false?
Leadership behaves like
they have a hospitality
background — the CEO will
have packed bags and
walked the floor at peak
trading…
dug@humansystems.io
True or false?
Measure the experience,
not the product. Instead of
“uptime” or “usage”
measure “The Perfect
Swipe” (what Square does)
dug@humansystems.io
True or false?
Businesses who are
customer obsessed
are secret shoppers
of their own products.
dug@humansystems.io
True or false?
Move from “personas” to
“people”. Specifically, move
to individuals or clusters of
behavioural data rather
than assumptions.
dug@humansystems.io
True or false?
Only charge
for what you use.
dug@humansystems.io
True or false?
Problems, cancellations
and complaints are
opportunities
to be leant into.
dug@humansystems.io
True or false?
Drop the middleman
if you can.
dug@humansystems.io
True or false?
Be like Tesla, when your
service centers are too full
with short services, instead
of scaling the centres,
deploy squads to people's
driveways

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