He closes with, "Think one step ahead [of your customer.]" This one statement has so much power in it that I wish he would do a series on how to unpack that in different moments of the customer journey. Great stuff! The July-August 2022 edition of the Harvard Business Review is titled, "Know What Your Customers Want Even Before They Do." For some, this goes down the dark hallways of invasive and predictive data science, but for many of us it simply underlines what we already know in our trust-first businesses: empathy is everything. Caring changes our behavior. Big kudos for Matt Dixon in this excellent story-driven address.
He closes with, "Think one step ahead [of your customer.]" This one statement has so much power in it that I wish he would do a series on how to unpack that in different moments of the customer journey. Great stuff! The July-August 2022 edition of the Harvard Business Review is titled, "Know What Your Customers Want Even Before They Do." For some, this goes down the dark hallways of invasive and predictive data science, but for many of us it simply underlines what we already know in our trust-first businesses: empathy is everything. Caring changes our behavior. Big kudos for Matt Dixon in this excellent story-driven address.
WHy doesnt this have more views? Much more helpful than any other customer experience video.
Because it is a clip, only addressing forward resolution as the example.
he looks so similar to harvey spector from suits
yeah he does.