{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Uncensored Renegades","title":"15 principles for building a customer-obsessed business","html":"","width":"100%","height":180,"duration":1598,"description":"Jon and Kory discuss the Wiseman’s 15 building blocks of customer obsession: a practical framework for turning customer-first intentions into the way an organisation actually works, exemplified by Dutch Bros.\nAs always, Kory brings the data behind customer-obsessed organisations before the duo discuss why internal politics so often gets in the way, and whether founder-led businesses have a natural advantage when it comes to staying close to the people they serve.\nFrom empowering frontline teams to reading every customer complaint, they unpack the behaviours that make customer obsession tangible rather than a line in a values document. They also draw on lessons from Unreasonable Hospitality, challenge the limitations of the golden rule, and consider how leaders can embed a customer-first mindset across the business.\nLinks\nFounders Mentality Book\nUnreasonable Hospitality Book\n\nTimestamps\n00:00 - Start\n00:40 - Are you really obsessed with your customer?\n01:59 - The data behind customer obsessed organisations\n03:08 - Why internal politics gets in the way of the customer\n05:15 - Are founder-led companies more customer led?\n06:42 - The Wiseman’s building blocks\n08:47 - Jon’s favourite customer first principles\n10:25 - Example of empowering the front lines\n13:11 - Kory’s favourite customer first principle\n14:20 - Talking through all the Wiseman building blocks\n17:13 - Why Kory reads all of e.l.f.’s customer complaints\n19:13 - Customer first lessons from Unreasonable Hospitality\n23:48 - Why Kory doesn’t like the golden rule\n24:45 - How to embed these principles into your organisation","thumbnail_url":"https://img.transistorcdn.com/B9fGm6LkmFXN_iVB5d0jResTZYFcsWCmw0BeP1C9IPs/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS80NmEw/MzY2ZGMzMGU0Njc2/ZWFhY2FhMzk1M2Q3/MmM1NC5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}