Customer Experience

Philipp Hoffmann

29.12.2023

Still can't get over how modern olive harvest works

AI Customer Customer Experience

Still can't get over how modern olive harvest works 😅Last year when driving back from Portugal we had been driving for literal hours on a highway through endless plantations of olive trees in Spain.Back then, I wondered how the hell this is harvested. Well, here is the answer.I love this type of machine:it's an innovation that is only possible through relentless customer centricity.What's the biggest need of an olive farmer during harvest?Speed. Ok, let's make the machine fast, first and foremo

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Philipp Hoffmann

29.12.2023

Tesla and Zoom team up to add, well...

Team AI Customer Experience

Tesla and Zoom team up to add, well... video conferencing to TeslasAnother example of where Tesla simply thinks and acts out of the box.There's a camera in the cabin already, so why not utilize it for something useful (while we all wait for Tesla Autopilot)?This type of relentless focus on the customer experience, needs, problems is exactly what defines Tesla and why everybody who has ever tried one would never want to go back.It the overall user experience, stupid!#userexperience #cars #teslaSo

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Philipp Hoffmann

29.12.2023

Lots of great innovations in that 1950s refrigerator, especially...

Corporate Innovation Customer Experience Innovation

Lots of great innovations in that 1950s refrigerator, especially...... those pull-out trays.Where did all those ideas go?I'm sure there are high-end refrigerators out there that somehow incorporate these features - but:in all the low-end or mid-range devices I know these innovations are surely not a part of it.The point I want to make: this is a good example of a product where customer-centricity was sacrificed on the altar of higher profits very early on.#innovation #customercentricity #product

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Philipp Hoffmann

29.12.2023

This actor was created by an AI

AI Customer Customer Experience

This actor was created by an AIIn this case, the model is used for "good purposes", e.g. for video or photo shoots, as a moderator, as a face-to-the-customer in the customer success environment.In the future, however, we will also see more and more "bad actors", i.e. artificially generated 3D models that, for example, emulate an important personality and put words into his or her mouth.The phenomenon is already known today as "deep fakes."The Pandorra's box in this area has been opened.However,

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Philipp Hoffmann

25.12.2023

Ever worked on a venture with skyrocketing customer aquisition cost (CAC)?

Customer Experience Design Startup

⚡ Ever worked on a venture with skyrocketing customer aquisition cost (CAC)? I have, and there can be a few causes, 𝗯𝘂𝘁 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗜 𝗮𝗹𝘄𝗮𝘆𝘀 𝗰𝗵𝗲𝗰𝗸 𝗳𝗶𝗿𝘀𝘁.And it starts with a simple question:do we have problem solution fit?Many times a startup simply doesn’t solve a customer problem. 𝗕𝘂𝘁 𝗱𝘂𝗲 𝘁𝗼 𝗺𝗶𝘀𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸, 𝗶𝗴𝗻𝗼𝗿𝗮𝗻𝗰𝗲 𝗼𝗿 𝗼𝘁𝗵𝗲𝗿 𝗳𝗮𝘂𝗹𝘁𝘆 𝗱𝗮𝘁𝗮 𝗽𝗼𝗶𝗻𝘁𝘀 𝘁𝗵𝗶𝘀 𝗶𝘀 𝗻𝗲𝘃𝗲𝗿 𝗿𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲𝗱.Skyrocketing CAC c

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Philipp Hoffmann

25.09.2023

No matter how fucked up a job is, you can still have a great culture.

AI Culture Customer Experience

No matter how fucked up a job is, you can still have a great culture. And vice versa.At the post office: normally, people with a grumpy face handling packages. The faster I’m back out again, the better.But not so at this privately owned post office in the city: people are friendly, having a laugh with each other, joking with the customers.What’s different? The job is the same after all.Somehow those employees managed to get their mindset on a positive trajectory.On the other hand: in the last fe

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Philipp Hoffmann

17.08.2023

If you could change one thing about your internet service provider, what would it be?

Customer Customer Experience Technology

If you could change one thing about your internet service provider, what would it be?Whatever you can come up with: Starlink does it all.Today is the last day of my current billing cycle. At the end of this day Starlink will bill me another 100€ for the next month.Guess what? I could simply cancel the service with two clicks.How many telco providers do you know that allow you that? 😂 😅But that's how you got to do it. Be relentlessly customer centric. Only then will you learn the maximum in the

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Philipp Hoffmann

16.07.2023

How we do customer research today vs in two years?

AI Customer Experience Design

How we do customer research today vs in two years?Today: worst case open Yellow Pages, cold call the target group and do interviews. Very painful, but very effective.In 2 years: tell a conversational AI what the target group is, what the big 3 questions are and which complementary questions to ask and hit "Go!"What do you think were customer research is headed and can it be automated in such a way?#innovation #customerresearch #venturebuilding

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Philipp Hoffmann

26.03.2023

After one weekend of playing with AI to code all the browser extensions I ever wanted

AI Customer Customer Experience

⚡ After one weekend of playing with AI to code all the browser extensions I ever wanted - the realization?In the end, it all comes down to having ideas, being creative, being customer centric and knowing the problem you're trying to solve.Too fast I myself am falling into the trap of thinking technology first.Why not? "AI is exciting, it must be able to solve so many problems, automate tasks - which field can we apply it to?"Bam! Trapped.'Get out of the building!' still applies. Even with AI.#in

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Philipp Hoffmann

27.11.2022

First principles in innovation

AI Customer Experience Innovation

In case you didn't believe that air follows the same principles as water:But: how do I turn that into an innovation post?There are only a few fundamental principles and truths in this world. Some call them first principles.Those apply everywhere: for example that air might move in waves the same way water does.Some innovation first principles might be:- customers only buy when the pain solved is big enough- the unit economics have to be profitable- product has to have measurably positive impactA

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Philipp Hoffmann

23.11.2022

The (Generative) AI revolution is here

AI Customer Customer Experience

This actor was created by an AI:In this case, the model is used for "good purposes", e.g. for video or photo shoots, as a moderator, as a face-to-the-customer in the customer success environment.In the future, however, we will also see more and more "bad actors", i.e. artificially generated 3D models that, for example, emulate an important personality and put words into his or her mouth.The phenomenon is already known today as "deep fakes."The Pandorra's box in this area has been opened. However

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Philipp Hoffmann

23.11.2022

When will VR finally take off? Not before it becomes way more accessible

Team Customer Customer Experience

This is how easy and fast it was to start a game on N64. Remember?Not so on the modern Virtual Reality headset "Quest Pro" by Meta that was just introduced.It seems like customer centricity doesn't really play a role there and that hurts adoption.Besides the steep price point of around 1.500€,it's simply no fun to set up the device in the room;then you still have to get the software side going: install Steam and some other stuff on your computer;and when you got that over with, you still have to

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Philipp Hoffmann

03.11.2022

When it comes to the Twitter overhaul, the principle should be: "Always assume positive intent"

Customer Customer Experience Digital Transformation

When it comes to the Twitter overhaul, the principle should be: "Always assume positive intent" Musk has repeatedly emphasized how important he considers Twitter as the "digital marketplace for free speech and exchange" (= townsquare of humanity). After many years of total abstinence I find it extremely exciting to be on Twitter again and to see what's happening and how people from Musk's bubble directly "customer-develop" new features on Twitter. And p

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