19. My preferred Customer Centricity Tool
Follow-Me-Home’s
Observe & Learn WHAT customer do
and HOW they complete their key Jobs
Prepare to be surprised!
20. My preferred Customer Centricity Tool
Follow-Me-Home’s
Look for unspoken pain points,
workarounds, emotional highs and
lows
Find Insights and Opportunities to
solve customer pain points and
validate with the customers
21. Follow-Me-Home’s in the Digital-first/only environment
Observe the customer via a video conference
Ask the customer to screen share so you can see
their setup/toolset/processes
Ask the customer to email any pictures of
physical assets/tools
Record the interaction for future reference