Strategizing Products and Customer Experiences (SPACE)

Everybody is talking about customer-centricity and being more “user-obsessed,” but what does that really mean? Sometimes we are sacrificing quality, collaboration, and the customer experience to “just ship it” and find out very late and reactively if our ideas, products, or services had any benefits for users.

Customers don’t want minimally viable anything. They want their problems solved and their expectations met or exceeded. Business goals don’t always overlap with customers’ needs. Agile and Lean claim customer satisfaction is our highest priority, but are we delivering high value to our trial and paying users? The customer decides what is “quality,” “done,” and “good enough,” and their standards might be higher than yours.

Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media notice. Morale suffers, and we might have trouble retaining or hiring the best leaders and staff. Great customer experiences require the right team and strategies in place to predict and mitigate the risk of delivering wrong or flawed products, services, and experiences (PSE). Marketing and sales initiatives have uphill battles when we are offering PSE that are difficult to learn, frustrating to use, or not meeting customers’ real needs.

What needs to change and how can we start to create this shift on our teams and at our companies? It’s not always easy or straightforward. In this workshop, we’ll look at models and approaches for a small or large business transformation back to high quality products and services that meet and exceed customers’ real needs.

Roughly half of the workshop time is spent in exercises that are in a Miro board. You’ll need a computer but you won’t need a Miro account.

Key Takeaways:

• Highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX).
• Learn what blocks teams and companies from being more customer-centric.
• Gather customer and user evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty.
• Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments.