All core values
Performance
Customer obsession
Starting with the customer and working backwards. Letting their reality outweigh internal politics.
Behaviors
- Talks to real customers weekly
- Reads support tickets unprompted
- Prioritizes customer pain over internal preference
Anti-patterns
- Designing for the org chart
- Treating NPS as a vanity metric
- 'The customer doesn't know what they want'
Reinforce it with
- Customer call rotations
- Voice-of-customer in every review
- Empty chair for the customer in meetings
Keeps strategy honest and prevents inward-facing drift.