I came across this short video of Forrester researcher Peter Kim today which outlines their view on what it takes to make customer-centric real:
While I agree there are 3 ingredients to making customer centric real for customers, the cultural aspect is by far the largest challenge. Metrics and technology are enablers of culture change but ultimately people have to believe that the purpose of their organization is to create value for customers and as a result generate profits rather than the other way around. Without this mindset built into to the dna of the organization the goal of customer-centricity will always be off in the distance….
I agree with your comment. I believe organizations need to set customer satisfaction as the primary objective which will naturally lead to profits. This can be expanded beyond marketing and throughout core operations.
Thanks for commenting on our Blog Alex. You are correct customer satisfaction is no only about external customers but also internal customer/stakeholder satisfaction as this is reflected externally.