Empowerment #2: Speak the Language of the Customer
Speaking the Language of the Customer ensures that everyone not only has the same customer-centricity focus but speak the same language that the customer uses (that is, avoids internal acronyms and buzzwords).
Establish a common language so that everyone uses the same words to describe the same goals, assets, and actions. To institutionalize the "language of the customer" in your organization, I recommend embracing the empowering and innovative discipline of Design Thinking.
Design Thinking is a customer-centric discipline that necessitates an open and collaborative mindset that leverages facilitated ideation techniques and tools to discover and validate unmet customer needs within the context and constraints of a specific customer problem or opportunity.
Design Thinking is a highly iterative yet scalable process that starts by:
- Empathizing with the targeted customer's challenge.
- Defining...
