The age of the customer.

In this episode of Dream Big, Move Fast, Josh Phegan and Phil Harris talk about the age of the customer. They look at ways to think about the customer experience, define it and improve it, scaling to expectations, whether customers will pay for your extra services, the 'jobs to be done' philosophy, and how customer service is your number one word-of-mouth generator. They discuss consistency in communication, the three types of customer, tuning the business for volume, core before innovation, the one thing that makes your business addictive, and the principle that, in moments of indecision, if you have to ask, the answer is no.