Are you really your own customer?

Identifying your customers' most basic needs, and how "dogfooding" gets in the way.

Transcript

1. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Silicon Valley Code Camp October 6, 2013
2. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Our Journey . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
3. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Our Journey . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
4. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Our Journey . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
5. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Our Journey . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
6. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
7. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . The Importance of Acknowledgement The mind we first see in our development is the internal state of our caregiver(s). We coo and she smiles, we laugh and his face lights up. So we first know ourselves as reflected in the other. One of the most interesting ideas is that our resonance with others may actually precede our awareness of ourselves. Developmentally and evolutionarily, our modern self-awareness circuitry may be built upon the more ancient resonance circuits that root us in our social world. – Daniel Siegel, Mindsight: The New Science of Personal Transformation.
8. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
9. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “You exist” Acknowledgement of Existence • seen • heard • understood
10. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “You exist” Acknowledgement of Existence • seen • heard • understood
11. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “You exist” Acknowledgement of Existence • seen • heard • understood
12. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “Your existence is beneficial.” Acknowledgement of Value • appreciation • gratitude
13. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “Your existence is beneficial.” Acknowledgement of Value • appreciation • gratitude
14. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . “Your existence is beneficial.” Acknowledgement of Value • appreciation • gratitude
15. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Productizing
16. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Productizing
17. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Productizing
18. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
19. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
20. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
21. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
22. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
23. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
24. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
25. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social Domain: Implicit Rules • Relationship-oriented • Manners • Market rules are bad manners. • Politeness • Market rules can be fatal. • Tact • Market rules not applicable.
26. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
27. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
28. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
29. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
30. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
31. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
32. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market Domain: Acknowledged Expectations • Transation-oriented • Prices • Money proxies for value. • Social domain skills help negotiate. • Agreements • Legal documents help rules get understood. • Social domain skills help negotiate.
33. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
34. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Market rules into Social Domain Potentially fatal.
35. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Social rules into Market Domain Mostly harmless.
36. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
37. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Important • Powerful show of self-confidence • Pulls on primitive cues.
38. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Important • Powerful show of self-confidence • Pulls on primitive cues.
39. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . When is it Important? • Important before others declare you valuable. • Self-confidence is always important.
40. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . When is it Important? • Important before others declare you valuable. • Self-confidence is always important.
41. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
42. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Irrelevant • Dogs eat almost anything.
43. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . When is Irrelevance? • Starts when someone else finds you valuable. • You are no longer your primary customer.
44. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . When is Irrelevance? • Starts when someone else finds you valuable. • You are no longer your primary customer.
45. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Outline . . 1 Basics The Importance of Acknowledgement Acknowledgement . . 2 Customer Relationships Two Relationship Domains Mixing Domains . . 3 Dogfooding Importance Irrelevance Potential Danger . . 4 Concluding Thoughts
46. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Potentially Dangerous • Excludes the importance of actual paying customers. • Compromises acknowledgement. • Compromises appreciation. • Increases Arrogance. • Wastes time & energy (Not-invented-here).
47. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Potentially Dangerous • Excludes the importance of actual paying customers. • Compromises acknowledgement. • Compromises appreciation. • Increases Arrogance. • Wastes time & energy (Not-invented-here).
48. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Potentially Dangerous • Excludes the importance of actual paying customers. • Compromises acknowledgement. • Compromises appreciation. • Increases Arrogance. • Wastes time & energy (Not-invented-here).
49. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Potentially Dangerous • Excludes the importance of actual paying customers. • Compromises acknowledgement. • Compromises appreciation. • Increases Arrogance. • Wastes time & energy (Not-invented-here).
50. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Why It’s Potentially Dangerous • Excludes the importance of actual paying customers. • Compromises acknowledgement. • Compromises appreciation. • Increases Arrogance. • Wastes time & energy (Not-invented-here).
51. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Loyalty • As long as your price is reasonable, you get to stay. • As long as I am valuable to you, I will stay. • Acknowledgement • Appreciation
52. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Loyalty • As long as your price is reasonable, you get to stay. • As long as I am valuable to you, I will stay. • Acknowledgement • Appreciation
53. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Loyalty • As long as your price is reasonable, you get to stay. • As long as I am valuable to you, I will stay. • Acknowledgement • Appreciation
54. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Loyalty • As long as your price is reasonable, you get to stay. • As long as I am valuable to you, I will stay. • Acknowledgement • Appreciation
55. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Arrogance • "I" am the most important one. • "You" are less important. • You are less valuable. • Insecurity: arrogance is the overcompensating response. • Self-confidence is always important.
56. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Arrogance • "I" am the most important one. • "You" are less important. • You are less valuable. • Insecurity: arrogance is the overcompensating response. • Self-confidence is always important.
57. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Arrogance • "I" am the most important one. • "You" are less important. • You are less valuable. • Insecurity: arrogance is the overcompensating response. • Self-confidence is always important.
58. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Arrogance • "I" am the most important one. • "You" are less important. • You are less valuable. • Insecurity: arrogance is the overcompensating response. • Self-confidence is always important.
59. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Arrogance • "I" am the most important one. • "You" are less important. • You are less valuable. • Insecurity: arrogance is the overcompensating response. • Self-confidence is always important.
60. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Summary • Acknowledge your customers. STFU. • Enable your customers to add value. • humility • appreciation
61. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Summary • Acknowledge your customers. STFU. • Enable your customers to add value. • humility • appreciation
62. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Summary • Acknowledge your customers. STFU. • Enable your customers to add value. • humility • appreciation
63. Who are Your Customers? Seemant Kulleen @seemantk, in:seemantk Basics The Importance of Acknowledgement Acknowledgement Customer Relationships Two Relationship Domains Mixing Domains Dogfooding Importance Irrelevance Potential Danger Concluding Thoughts Summary . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . .. . . . . .. . . . .. . . . . .. . . . .. . . . .. . Summary • Acknowledge your customers. STFU. • Enable your customers to add value. • humility • appreciation