How do we #KnowOurCustomer?

At Parallax, one of our core values is to "Cultivate trust, humility, and empathy," especially, deep empathy for our customers.

Recently, we've made changes to our rituals to help everyone gain a better understanding of our customers and their needs.

We're trying three new things to achieve our goal of getting to #KnowOurCustomer (fintech friends, get it? 😉):

  1. #customer-insights channel - We created a Slack channel where anyone can dump screenshots of quotes from different chats or raw notes of customer conversations.
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  3. Weekly review of customer insights - Every week, the entire team meets and I present a digest of notes from the previous week's customer calls, along with an updated tally of feature requests.
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  5. Join user research calls - Our user research calls are open to all team members. We plan to require each team member to attend at least 1-2 calls per month to start.

What does your team do to develop deeper empathy for your customers? Would love to hear your tips and insights!