People want to be heard and to

contribute

The Customer Centric Agenda

Observe Purpose Transparency Ideate Motivate Accountable Loveable

Basic Inputs Observe Instead

Active vs Passive

Early Validation (Pain Killers working?)

The Business Case Fallacy

Observe

Not Just Qualitative

Get data on how your users are actually using your product

Use that data to make decisions

Always On

Capture everything your users do

No one knows exactly what data they need

Capture it all, even if you don’t use it right now

Purpose

Understanding Journey

Move from Good enough to Great

Commit and follow up

Don’t commit and let them know why

Explain intent

Transparency

Co-create with customers

Selection criteria

Ideate

Motivate

Different teams - customer centric accountability

Accountable

Loveable

Keeping Users at the Heart of the Product

A loveable product is not just a collection of features and functions

A whole product experience includes on-boarding, educating, and informing users to make them successful

Connect with your users where they work (your platform)

Loveable

Founder and Board member

VP, Product and Engineering

@pendoio @questionpro