Articles
Tag: customer-centric organization
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Here’s the Missing Piece to the Customer Experience Conversation
Delivering customer experiences requires constant innovation, but businesses need to connect the dots between CX and employee experiences to make it happen.
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The Organization-Centric Universe
Ego, rigidity and complexity typify organizational-centric businesses, ones that believe that customer loyalty is a given.
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Why Truly Customer-Centric Organizations Can't Do It Alone
If you’re like me, you roll your eyes when you hear someone talk about building a “customer-centric organization.” Why? Mainly because many organizations are only taking half-steps towards being truly customer-centric.
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Cultural Essentials for Digital Transformation
The essence of digital transformation is not technological, but rather about culture and attitude. We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization.
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Customer Experience Is a Year-Round Effort
Last week, companies around the world celebrated CX Day and Customer Service Week — two celebrations that focus on the importance of the customer experience. Without a doubt, this is a cause worthy of celebration.
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Why You Need Customer Focus (Because Who Wants to Be the Next Blockbuster?)
Tell customers what they want and need and disregard their priorities and preferences. That was the Mad Men way. Businesses could make huge profits without concern for their customers. Some even profited from their customers by penalizing them. Take Blockbuster.
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Customer Obsession Versus Organization Obsession
Customer obsession is the secret to success in a digital economy. Such a relentless focus on the customer requires a tremendous cultural shift for many organizations. Since its inception, Amazon has sought to be the most customer-centric company around.
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Commit to Customer Experience with a Company-Wide Strategy
A lot of moving parts go into creating exceptional customer experiences. Personalization, channels, translation, relevance and more all work together to capture the reduced attention span of today's online customer. But while all of these elements contribute to the customer experience, they won't get anywhere without company
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Testing is Not an Issue of Not Enough Money or Time
The key to digital transformation involves organizing around the customer. To do that you must continuously test with the customer. “We don’t have the budget or the time.
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Ode to the Customer Champion
You struggle every day within an organization that desperately needs you, yet resents you. They think that because you focus so much on the customer that you’re some do-gooder, that you’re not real management material, that you have no business-sense.
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Rethinking Customer Engagement: Put Your Relationship First
Can you imagine proposing to someone on the first date? Or asking them to meet your parents and friends? What about asking what they like to do for fun or what foods they like after you've been together for a year? Sounds way out of sequence, but it's often exactly
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Adapting to the Digital Future: The Senior Management Challenge
“Bureaucracies are honed by the past and almost never can they deal with the future.” This quote, from biologist Leroy Hood, starts the first chapter of Paul Boag’s excellent book, "Digital Adaptation." There is an old saying: “That which makes you strong can kill you in the end.
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Customer-Centric and Easy to Use is the New Business Model
Truly customer-centric companies will dominate the Internet Age. Alibaba, a Chinese Internet company, is about to go public in the US. It is expected to raise more than the Facebook share sale.
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