Empathetically Define & Rigorously Measure Customer Value you Deliver
summary
Argues that customer value is a specific benefit measured as time money frequency, not product features, and shows practical measures: Google tracks relevancy by page display to click, Mint defends engagement by minimizing time to pie chart, Amazon monitors delivery speed, price and percentage of promises kept. Uses empathy maps, primary interviews, observation and rapid experiments to expose confirmation bias; warns against vanity metrics like downloads that feel good but don’t prove value.
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chapters (22)
- 0:00Start
- 0:10Introduction about Deepa
- 0:48Introduction
- 2:49Introduction to the Mindset
- 9:24Primary Research
- 9:35Secondary Research
- 10:25First Principles Thinking
- 11:41Unconscious Biases
- 12:00Convert Your Unconscious Biases to Conscious Understanding
- 12:31What Is Confirmation Bias
- 12:43Confirmation Bias
- 21:48Customer Benefit
- 23:30Elements of Value
- 25:56What Is the Game Creator
- 30:05How Do You Think Customers Reacted
- 40:51Metric Creation
- 41:19Amazon
- 43:59How Do We Know What Value Is the Right Value To Look at
- 46:52Vanity Metrics
- 48:22Vanity Matrix
- 51:33The Challenges on this Two-Sided Network for Consumers
- 54:55Challenges
