Customer Obsession Toolkit

Customer Obsession Framework

Customer obsession means putting the customer at the center of every decision. This toolkit provides the methods and tools needed to build deep customer understanding and create truly customer-centric products.

Core Components

Customer Research Methods

1. Qualitative Research
   • Customer interviews
   • Observation studies
   • Focus groups
   • Contextual inquiry
2. Quantitative Research
   • Usage analytics
   • Surveys
   • A/B testing
   • Market analysis
3. Behavioral Research
   • User session recording
   • Heat maps
   • Click tracking
   • Path analysis

Customer Research Plan
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Project:
Date:
Owner:

1. Research Objectives
-------------------
Primary Goal:
Key Questions:
Success Criteria:

2. Research Methods
----------------
Method 1:
- Type:
- Purpose:
- Participants:
- Timeline:

Method 2:
- Type:
- Purpose:
- Participants:
- Timeline:

3. Participant Profile
------------------
Target Segments:
Recruitment Criteria:
Sample Size:
Incentives:

4. Research Protocol
-----------------
Interview Guide:
1. Introduction
   - Purpose
   - Consent
   - Background

2. Key Questions
   - Topic 1:
   - Topic 2:
   - Topic 3:

3. Activities
   - Task 1:
   - Task 2:
   - Task 3:

5. Analysis Plan
-------------
Data Collection:
Analysis Methods:
Output Format:
Timeline:

6. Deliverables
------------
Research Report:
Insights Summary:
Recommendations:
Action Items: