Customer and Employee Engagement: True Measure of Success | 046 Jeff Gothelf

Jeff Gothelf, the co-author of the book Lean UX, shares today the true measure of success in any organization: customer and employee engagement. He believes that having a customer-centric organization is the key to developing products and services that last. Organizations cannot achieve this objective without creating a culture that values feedback.

From Building Softwares to Building Organizations

A musician by heart, Jeff found himself joining the bandwagon of the internet age 20 years ago. He was coding, designing and building websites for different organizations. Ten years in the software industry, he reached the crossroads of his career and realized he wanted to do more.

Customer and Employee Engagement: True Measure of Success | 046 Jeff Gothelf

At present, Jeff helps organizations build better products and executives build the cultures that build better products. Jeff works as a coach, consultant and keynote speaker helping companies bridge the gaps between business agility, digital transformation, product management and human-centered design. 

“Today, the only way to build a business that delivers value in a way that people expect it is to leverage technology, that aids in the delivery and capture of the value that you provide to the customers” – Jeff Gothelf

Customer Engagement: True Measure of Success

In the past, Jeff’s work was to build a product and ship it into the market. That was the measure of success—disregarding its impact and usage to the people. He deems himself and his work as that of a production factory, only this time, its for software.

“I figured there had to be a better way how design worked, to be a more strategic partner in the product and service development process.” – Jeff Gothelf

Jeff’s learnings led to the publishing of the book Lean UX—UX stands for “user experience.” The book was well-received globally, as people of different industries are encountering the same problem. 

Creating a Customer-Centric Culture

Jeff points out the importance of creating a culture for employees, where feedback is equally important as product development. He received a lot of feedback from readers of his book stating that they find his teachings very efficient, but their bosses, company or culture does not encourage this kind of collaboration with customers. 

Moreover, he shares that the nature of product delivery of today is very different in the past. Technology plays a huge role in learning and developing products

“The power that comes from that technological distribution channel allows you to build a culture of continuous learning, a culture of continuous improvement and a culture of agility.” – Jeff Gothelf


Download and listen to Customer and Employee Engagement: True Measure of Success to learn more. Remember to let Jeff know you heard about him on Culture Eats Strategy with Jaime Jay!


Connect through the links below:

Website: Jeff Gothelf

Twitter: @jboogie 

Book: Sense and Respond


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Jaime Jay

About Jaime Jay

Meet Jaime Jay – a man who wears many hats, and wears them all admirably. He's a master connector, an entrepreneur extraordinaire, and a published author who knows how to get things done.

Before he found his way to the business world, Jaime served his country as a brave paratrooper in the U.S. Army. But that's just the beginning of his many accomplishments.

He's the founder of the renowned Bottleneck Distant Assistant Services firm, and his book "Quit Repeating Yourself" has become a must-read for entrepreneurs everywhere.

When he's not busy building his empire, you can find him on his beloved Harley Davidson, cruising through the countryside and taking in the invigorating effects of Uitwaaien – a Dutch practice that involves facing the wind to boost health and relieve stress.

He enjoys spending his free time outside building stuff with his wife, Nikita the dog and their two kittens (for now at least) Tommy and Tater.

He is ‘over-the-moon’ happily married to his wonderful wife Sara, his amazing daughter, Jessica, who is serving our country as a United States Army soldier. Jaime and Sara are the proud grand parents of two beautiful little girls.

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