All core values
Performance
Customer intimacy
Knowing your customers so well that you can anticipate what they need before they have to ask.
Behaviors
- Spends time with customers beyond surveys
- Shares customer stories in decision meetings
- Tracks the problems customers face, not just what they buy
Anti-patterns
- Customer knowledge as a research team's job
- Assuming you know what customers want
- Listening only to the loudest customers
Reinforce it with
- Customer immersion programs
- Voice-of-customer in OKRs
- Cross-functional customer success rituals
Customer intimacy is the difference between serving a market and understanding humans.