Join 📚 Felicity's Weekly Book Highlights
A batch of the best highlights from what Felicity's read, .
Nordstrom is, in the words of strategist Christina Wodtke, “experimenting with their customers, not on their customers.”
Sense and Respond
Jeff Gothelf, Josh Seiden
Key Results: While the objective is the problem to solve, the key results tell us how we define success. And it's essential that we define success by business results (aka outcome) and not simply activity or output.
Empowered
Marty Cagan and Chris Jones
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
Readwise