In the buzzword compliant world of business we so often hear about the importance of the customer. Seems obvious. After all, that’s where the money comes in, right? And yet even with better tools like customer journey maps and user personas, as consumers or business customers we still experience challenging interactions with business from brand and product level information seeking through purchase and so on.
I think this is because even when companies, (through senior management, brand or product managers), WANT to have a customer focus, they might not necessarily have frameworks, roadmaps or tools to take them from strategy to execution. This book offers ideas to do all of this. While I like to think that I’ve had a good customer focus as a product manager, the ideas here – though concept and example – offer solid methods for doing a better job in both understanding and execution.