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A batch of the best highlights from what Felicity's read, .
Create two-way conversations. Digital technology has given us the new ability to have two-way conversations with our markets and our customers. What does the market want? And by market here, we mean people... Understanding the unexpressed and unmet needs of the people who are using our products, services, and technology is the key to unlocking value.
Sense and Respond
Jeff Gothelf, Josh Seiden
These five metrics—Acquisition, Activation, Retention, Revenue, and Referral, which form the acronym AARRR—represent the interactions of your customer with your product.
Lean Inception
Paulo Caroli
Ongoing management metric Top Tasks is designed to be an ongoing management model for managing the customer experience. It is made up of: Top tasks identification Customer architecture design Task Performance Indicator (TPI) Task identification involves finding out what matters most (top tasks) and what matters least (tiny tasks) to customers. It involves: Collecting a list of all possible tasks that customers may want to complete. Refining this list until it is between 50 and 100 tasks. Getting in the region of 400 customers to vote on this list and choose their top tasks. Creating a task league table from the results; from the top tasks (the most voted for) to the tiny tasks (the least voted for).
...catch up on these, and many more highlights
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