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From Product-focussed to Customer-focussed

Nice example here from Rob Lawton of how he helped the State of Missouri’s revenue department reduce their customer tax refund turnaround time from 45 days to just 2 days, by switching from product-centred to customer-centred thinking and adapting one of their products accordingly. Try picking on one product of yours and reverse engineer it from the customer’s point of view, as Robin describes here, and see what benefits you can achieve (may take a minute or two for the clip to load):

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