Jon and Kory discuss the Wiseman’s 15 building blocks of customer obsession: a practical framework for turning customer-first intentions into the way an organisation actually works, exemplified by Dutch Bros.

As always, Kory brings the data behind customer-obsessed organisations before the duo discuss why internal politics so often gets in the way, and whether founder-led businesses have a natural advantage when it comes to staying close to the people they serve.

From empowering frontline teams to reading every customer complaint, they unpack the behaviours that make customer obsession tangible rather than a line in a values document. They also draw on lessons from Unreasonable Hospitality, challenge the limitations of the golden rule, and consider how leaders can embed a customer-first mindset across the business.

Links

• Founders Mentality Book
• Unreasonable Hospitality Book

Timestamps

00:00 - Start
00:40 - Are you really obsessed with your customer?
01:59 - The data behind customer obsessed organisations
03:08 - Why internal politics gets in the way of the customer
05:15 - Are founder-led companies more customer led?
06:42 - The Wiseman’s building blocks
08:47 - Jon’s favourite customer first principles
10:25 - Example of empowering the front lines
13:11 - Kory’s favourite customer first principle
14:20 - Talking through all the Wiseman building blocks
17:13 - Why Kory reads all of e.l.f.’s customer complaints
19:13 - Customer first lessons from Unreasonable Hospitality
23:48 - Why Kory doesn’t like the golden rule
24:45 - How to embed these principles into your organisation