Who is 'The Customer'?

THOUGHT STUDY # 4
Marketing-software firm Hubspot wants to put its customers into a state of “delightion”. Employees are entitled to unlimited free food and vacation time. One of the founders of the company brings a teddy bear to meetings so that the idea of “the customer” they want to delight is less abstract.

THINK
What does  the term ‘customer’ imply to:
- You
- Your organization?

Finger or Figure?

THOUGHTS STUDY #3
Bing architect Craig Miller and his team run thousands of experiments a day. And whether it's a bug or a bad idea, there isn't going to be any finger pointing. “Zero blame,” emphasises Miller. “It has to be a learning culture, a culture that says ’we're going to learn from this‘.”

THINK
If an important project doesn't go the way it was meant to:
- How does your organisation treat it?
- How do you feel and act about it?
Who or what needs to change?