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The Startup Equation: A Visual Guidebook to Building Your Startup by Ja-Nae Duane, Steve Fisher

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CHAPTER 10

Everything starts with the customer.

Louis XIV

Creating Great Customer Experiences

So many startup books focus on the idea of build and iterate, but it’s only half of the story. From the beginning, your startup needs to think about delivering a great customer experience. Early customers can provide valuable feedback and generate word-of-mouth to spread your story. You’re too late if you wait to reach out to customers until the first day your product goes live.

Throughout this chapter, we’ll dive into elements that you can use to craft the ultimate customer experience for your startup. The elements are divided into two core groups: Program and Testing.

This includes elements such as Customer Experience Personas (Per) and Journey Maps ...

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