#98 - Customer-Centricity in Practice with Ferdinand Goetzen of Reveall

Let’s face it… most companies these days say they are customer-centric, but the reality just doesn’t bear that out. Because in order to be truly center-centric (or even “customer-obsessed”), you need to obsessively (i.e. continuously) gather and use customer insights.

Ferdinand Goetzen, CEO and Co-Founder of Reveall, joins us to explain how teams can start actually centering their customers by adopting certain practices that will help you collect, analyze, and interpret customer insights on a regular basis.

In this episode:

• How to gather and use customer insights
• Active vs passive data
• Making the most of your data

Highlights:

• [1:06] Start simple
• [3:47] Rating feedback
• [5:13] Active vs passive data
• [7:15] Interpreting the data
• [13:22] Start getting insights centralized across departments
• [16:06] Creating a culture where people want to share feedback
• [20:27] Making the most of your large data sets
• [24:44] User stories
• [27:00] Challenges and solutions

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Sources mentioned in the episode:

• Recruit qualified participants fast
• Google Analytics
• 🤔 Customer Success Teams: Are they a roadblock or a valuable resource for UX research?

About our guest

Ferdinand Goetzen is the CEO and Co-Founder at Reveall - a platform that allows product teams to better prioritize what to build next with the help of customer insights. He was previously the Director of Growth at Hubs.com and the Chief Growth Officer at Recruitee (both exited in 2021). He is passionate about customer-led product development and growth.