#64: The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme

Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light on the transformative "jobs to be done" concept and how understanding the true gains, pains, and solutions can revolutionize how we approach customer satisfaction. We’ll also hear how Eckhart's method veers away from traditional journey maps to dissect the full 360-cycle of customer progress. With a deep dive into a real-world case study, we'll see how his process not only saves companies from costly missteps but also propels them towards delivering profound customer-centric solutions. In this episode: - What does it mean to focus on customer "jobs to be done" - Importance of understanding customer gains, pains, and solutions - Utilizing the "wheel of progress" for structured data capturing - Conducting and consolidating customer interviews - The five-step process to understand and prioritize customer jobs This outside-in approach to understanding customer desires to design and deliver improved experiences that connect to customers emotions is groundbreaking. Meet Eckhart Eckhart Boehme is the former Curriculum Architect Marketing Excellence @Microsoft Corporation. Eckhart is the founder and managing director of strategy consulting firm unipro solutions and an internationally recognized Jobs to Be Done expert. He was the initiator and co-developer of The Wheel of Progress® Canvas - a tool for structuring qualitative customer research. He is the developer the Customer Progress Design method. He was the subject matter expert to the German editions of the Jobs to Be Done "bible" Competing Against Luck by Clayton Christensen et. al. and Eric Ries' The Startup Way. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter