What I Know

About Customer-Driven Growth

35 Hard-Earned Years

broken into short videos for you.

Earning admirable growth is an outcome of your leadership and behavior. It begins with deciding how you will and will not grow. With understanding customers’ lives and goals. With choosing how you want to be remembered. And walking away from practices that get in the way. Use these videos to earn this rarely achieved growth.

“What I Know” is a 52-video master class from Jeanne on how to lead for Customer-Driven Growth.   

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GOAL Map, Not Journey Map, Pt. 1

A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it transforms how you do work.

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GOAL Map, Not Journey Map, Pt. 2

Goal mapping not journey mapping is a new way of leading, uniting your organization, and earning the right to customer driven-growth. In Part 2 of this video, we walk through three case studies that bring these ideas to life.

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Everybody Needs a Little Pixie Dust

When you do things that are unexpected for your customers, they remember you and it bonds you to them. In this episode, I share five examples of “pixie dust moments” from my time at Lands’ End.

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Customer Experience Is Floundering

At the end of the day customer experience is about leading. It’s about guiding your people and your organization to rise to show up as a different kind of company in the marketplace. But customer experience is floundering—we are focusing on the mechanics instead of the meaning of the work.

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Dance with the Power Core

To get traction that becomes foundation to the way that people lead, you must understand the cores of power inside the organization. In this episode, I share examples of how to partner—or dance—with the power core.

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You MUST Do Customer Math

Doing customer math rallies your team not only to ask, “Did we earn more customers than we lost?” But it pushes everybody to care about the why. Find out why in this video.

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“ONE Version of the Truth” Is Critical

In order to move from where you are, you need to all agree on where you’ve begun. “One version of the truth is critical.” In this video, I share an exercise you can do with your team to start the process of understanding your organization’s experience reliability.

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