Creating a customer-obsessed culture requires strong leadership and one of the very best exponents of the practice is Jeff Bezos of Amazon.
Even though Amazon now employs more than half a million employees and serves more than 300 million customers, Jeff Bezos personally reads every customer complaint email sent to him. While he does not respond to them personally, he is immersed in them as a way to stay in touch with the reality of what is going on in the business.
We call this, customer immersion, and it is one of the most important activities any CEO can engage in.
So how does he manage the wide range of customer complaints/feedback he receives directly?
He is known to forward the email directly to the leader accountable for that area with a simple “question mark”. The question mark is his short-hand for can you look into this? why is this happening?
Leaders know they are then on the hook to drill into the issue and find out what is happening and resolve it in a systemic manner, ie so it does not occur again!
And this is the crux of what makes a customer-obsessed culture different, leadership takes this seriously and follows through on making the changes necessary so that the source of the complaint is eliminated…. this simply does not happen in most organizations.
This approach gives Bezos a frontline insight into what customers think and experience. It is a huge leadership advantage as he can maintain a pulse on what is actually going on across Amazon’s massive and complex business.
In this great article by Julie Bort, Jeff explains:
“The thing I have noticed is when the anecdotes and the data disagree, the anecdotes are usually right. There’s something wrong with the way you are measuring it.”
For 10 years MarketCulture has helped leaders around the world understand how to engage employees in building a customer-obsessed culture. The MRI Assessment provides valuable feedback to leaders they can act on to enable employees to deliver great customer experiences.
MarketCulture has proven scientifically that a stronger customer culture will drive increased business performance through retention of customers and increased advocacy.
Contact us now to find out how we can help your company become customer obsessed.
Posted in CEOs, Change Leadership, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Customer Insight, Customer-Centricity, Customer-Obsessed Culture, Empathy, Uncategorized, Voice of the Customer
Tagged amazon, Customer Centric Leadership, customer culture, customer immersion, jeff bezos, Voice of the Customer
Apple’s culture continues to reinforce Steve Job’s approach to designing using a customer lens and working backward. Source: Apple’s WWDC18
A recent article by Nadia Cameron from CMO highlighted a panel discussion in which many leaders acknowledged the quick wins for customer experience improvements are over.
It’s great to see more and more senior leaders recognizing the need to go deeper and look at organizational culture. Whilst it can be more difficult work, it is also longer lasting and more sustainable if leaders put the effort in to change the cultural emphasis towards making customer’s lives better.
So how are CMOs and other leaders looking to address culture?
One of the best examples comes from Rachael Powell, the Chief Customer and People Officer for Xero, they are taking an inside-out approach by focusing on their people and how they impact the customer’s experience.
Xero has recognized the intimate connection between how employees are treated and how they, in turn, treat customers:
“It really is about starting with our own people first who are the biggest ambassadors for our brand, winning their hearts and minds, then resonating that out to our channel, which is bookkeepers and accountants, and ultimately the end customer sitting at the end of the spectrum,” she said. “If we achieve this, we go from having 2000 ambassadors, our people, to having hundreds of thousands of ambassadors globally.”
They also appear to have a strategy for shaping their culture over time with 2 of 6 pillars sitting with Rachael: “great people and teams, and love and protect our customers”
It will be interesting to follow the Xero journey as they continue to grow!
Over the past 10 years, MarketCulture has researched 100’s of companies including Google, Virgin, Amazon, and Apple to find out what they do differently when delivering great customer experiences.
Could you create change if you knew the strengths and weaknesses of your company compared to these companies?
The MRI assessment provides the golden insights to create change! Contact us now and we will show you how!
Posted in Authenticity, Change Leadership, Chief Customer Officers, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Customer Experience, Customer Insight, Customer-Centricity, Customer-Obsessed Culture, Empathy, Uncategorized
Tagged chief culture officer, chief customer officer, CMO, customer culture, Rachael Powell, xero
To answer this question it can be helpful to start with the opposite question: why aren’t leaders Customer-Centric? In many cases, it appears to depend on chance!
There are many reasons leaders are driven away from being truly customer-centric:
- the dominant profit and shareholder value focus in many organizations,
- the siloed and internal focus in most large corporations,
- the pressure on short-term results at the cost of customer relationships and customer value.
But these are not the most important reasons!
In our research of more than 65 senior leaders around the globe customer-centric leadership occurs by chance – an upbringing in a family that runs a small business, working for a boss who happens to be customer-centric, an experience in a business that is ruined by lack of attention to customers.
What is lacking in organizations and tertiary learning institutions is the systematic training and development of leadership with a specific customer-centric focus.
There are virtually no university courses around the globe dedicated to the teaching of customer-centric leadership. Most organizations do not have this as a focused L&D program for senior leadership, the extended leadership group or for prospective and aspiring leaders.
How can you expect leaders to have the new currency of customer-centric leadership required for success by the new world of disruption and customer-driven strategies if you leave it to chance?
There are simply too many organizational pressures working against it.
Don’t leave your organization’s fate up to chance!
There is an answer. Research reported in The Customer Culture Imperative tells you what is required. Learn more about our dedicated Learning and Development program for leaders at here.
Posted in Authenticity, Change Leadership, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Customer Obsessed Leadership, Customer-Centricity, Empathy, leadership, Uncategorized
Tagged Customer Centric Leadership, customer culture, customer-obsession, learning and development
I have known and worked with John Stanhope over many years. John had a long career with Telstra culminating as CFO. He is now Chairman of Australia Post. Ever since I have known him he has had a customer mindset. Almost an obsession!
When I spoke to him about the mindset challenges in today’s business he said: “Today the focus must be on ‘customer innovation’. Many companies focus on innovation, but it is customer innovation that counts. At Australia Post our customers want their parcels anywhere, anytime, so we ask: How can we provide a great delivery process that gets better and better over time and do it profitably? Innovation must occur to meet our customer’s need and expectation of ‘anywhere, anytime’.”
He says all leaders must have a mindset that is externally and future-focused. This includes foresight and peripheral vision with future customer needs and changes in customer behaviour as central. This is what drives customer innovation.
To develop this mindset leaders must have a relentless pursuit that everything is about the customer. John says: “There are little signs that tell you. At the start of a meeting ask – Is this about our customers? If not, don’t have the meeting. Another key sign is ‘language’. How do you frame a problem or an issue? Is it framed in terms of the customer or not?”
I asked John how you get this mindset. He says: “ There are many factors, but I think a key one is that you must immerse yourself with customers. Ask them questions, listen to what they say, observe their behavior and then put yourself in the customer’s position. If I were the customer, what would I want to solve this problem? How would I like to be treated? That applies to anyone in a business no matter what level and what function.”
In every company that is continually successful at innovation, there are leaders and employees that have a customer obsession mindset. Like Amazon, that has developed a customer-obsessed mindset and a customer culture to match, this is required for sustainable success.
The only way to future-proof your business, your leadership or your team is with a strong adaptable, innovative customer culture.
Learn more here
Posted in Authenticity, CFOs, Change Leadership, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Honesty, innovation, Market Responsiveness Index, Trust, Uncategorized
Tagged Australia Post, customer culture, john stanhope, telstra
We hear a lot about fake news these days – what’s real and what’s fake is sometimes hard to know. That’s not the case when it comes to customers “reading” your culture.
Let me recount my experience with 3 upmarket restaurants in Sydney, Australia.
Sydney has many fine restaurants. I will compare my experience at two of these – Aria is at Circular Quay looking at the opera house and the Sydney Harbor Bridge and Jonah’s is on a cliffside on Sydney’s northern beaches overlooking Whale Beach and the Pacific Ocean. Both serve fine dining at expensive prices with excellent food.
I decided to book Jonah’s for my wife’s birthday and asked for a table next to the window overlooking the ocean. I was told this was not possible and when I asked why, I was told by the manager that there are many factors that they use to decide who have the window tables – when the booking was made, how many people are in the party, what the booking levels are for that particular day. I was making the booking more than a week in advance and on a weekday at the earliest lunchtime sitting, but still could not be told whether I would get a window table. Choices were 12 noon or 1.30pm. He said, “ we are very busy, we get tours and we decide on the day where people sit.” There was an arrogant tone in his voice so I decided to try Aria.
The call to Aria was a totally different experience. “Yes, we can give you a window table, would you like a surprise cake for your wife’s birthday?” You can choose your time of arrival – “12.30pm is fine and you can stay the whole afternoon.” Aria is just as busy as Jonah’s but you have a completely different mindset. At Jonah’s it is all about their convenience, their operational procedures, their rules for organizing tables. At Aria, it is about what the customer wants and how can they be satisfied. You cannot fake it. The customer mindset exists or it doesn’t. The customer knows this with a simple phone call.
Then there is the dining experience. My wife and I went to Pilu, a Sardinian specialty restaurant at Freshwater beach on Sydney’s northern beaches. This too is an upmarket restaurant. What impressed us about this restaurant was the staff. The sommelier knew every detail possible about the wines, the server knew exactly what was in each dish and could explain it. Both established a relationship with us by telling us about their hometown in Italy. They were not rushed, were patient with our questions, answered them fully and made suggestions. At the time of payment, the manager told us how much of a team effort was involved and how his team worked together to make a memorable experience for their guests. At the end of the evening, they asked if we would like to give them information on our birthdays and we would be offered a 5-course degustation meal free at that time. We happily signed up and provided the information they wanted.
A customer culture only exists when it is authentic and all employees are part of a happy, collaborative team, knowing that it is the customer that is the center of their world. It can’t be faked. It’s the difference between getting the business and creating advocates and not getting the business and getting bad reviews.
How do you get it? You will find many of the answers in our book: The Customer Culture Imperative.
Posted in Authenticity, Customer Centric Culture, Customer Centric Values, Customer Communications, Customer Experience, Customer Service, Empathy, Honesty, Market Culture in Action, Market Culture Inaction, transparency, Uncategorized
Tagged Customer Experience, customer service
In my travels in recent weeks I have experienced two examples of how a customer-centric attitude and behavior produce memorable customer experiences. Both of these were in hotels in different countries.
In Rome my wife and I stayed at Hotel Corso 281. We planned to go south for a few days by train and wanted to leave a large case at the hotel and pick it up again on our way from the Amalfi coast via Rome to Venice. Even though there would only be a 45 minute time between our change of trains in Rome, Delia, the front office manager assured me that they would send a taxi with my bag to the station as soon as my train arrived in Rome. So we took the chance. When I nervously called the hotel on the morning of our journey and spoke to the hotel front desk a different person was fully aware of my situation. As we pulled into Rome station I called again and another front desk person was fully aware and organized a taxi to send the bag. When the taxi arrived at the station it had a large sign with my name in the side window and I gratefully took my bag. Soon after I received a call from Delia to tell me the taxi driver reported to her that the bag had been delivered. We made the train connection all because of a display of team collaboration embedded in the belief that the customer’s needs must be met. When next in Rome we are going back to stay at Corso 281.
In Dubai I checked in to the Rihab Rotana hotel after a 7 hour flight from London. The front office manager gave me his card and also the card of the other front office manager who was off duty. He assured me to call them any time if there was a problem or something they could do. This gentleman, Mazen, was gracious, attentive and carefully explained all hotel services. This manner of care could be seen from all staff in the hotel – from housekeeping to concierge to the gym and pool deck.. Soon after checking into my room a bowl of fruit was delivered. Each day in my week long stay I was greeted by the smile of Daryl, a young lady in the restaurant who seemed to be there for all seven days of my stay. She told me that their team of five often had to work long hours and 7 days because when the hotel was very busy they had to make sure all guests received a great experience. Sometimes at the end of the day even though she had already been there 12 hours her greeting and smile never diminished. I will go back and stay at Rotana in Dubai.
While these things are small for service people with the right attitude and attention to customer needs, they are huge for the customer.
Bottom line – I am an advocate of both these hotels, they stick in my mind, I will go back and I will recommend anyone that asks to try them as well.
Do you attract the right talent to your organization? People that focus on the reason their job exists? Does the leadership of your organization focus its attention on delivering a great experience?
You can learn more in our book the Customer Culture Imperative
Posted in Competitor Insight, Customer Centric Culture, Customer Centric Values, Customer Communications, Customer Experience, Customer Service, Empathy, Employee Engagement, Market Culture in Action, Trust, Uncategorized
Tagged customer culture, customer service in action
We have just completed one of the busiest weeks in retail in the United States, with Black Friday for the physical stores and Cyber Monday for the online retailers. This week now blends together with doorbuster deals bombarding us constantly online and instore in the week leading up to Thanksgiving as well as weekend afterwards.
What is different this year is that some major stores have decided to stay closed during this period. In the land of the consumer this a really big deal!
One chain in particular stands out, REI, the outdoor recreation retailer with more than 12,000 employees and 140 stores around the US decided to close this past Black Friday. See below, their CEO, Jerry Stritzke’s 30 second announcement:
“We believe that being outside makes our lives better. And Black Friday is the perfect time to remind ourselves of this essential truth.” – REI CEO, Jerry Stritzke
So what is behind this decision? I believe it is to better align REI’s core values with its actions in the market. REI’s core mission is “to inspire, educate and outfit for a lifetime of outdoor adventure and stewardship.”
What better way to live that mission and align all of their people around it than closing on a day that allows their own people get outside and live the company’s mission.
Now that all sounds great but how does that help their customers? No doubt some customers may be inconvenienced by their physical stores being closed. However they will still have a small number of staff manning their website so they are not completely close for business.
REI are reacting to growing concerns by their customers and others that retail in general is overshadowing the core purpose of thanksgiving which is to celebrate with family and friends. They are betting that this decision will pay off over the longer term by aligning their people with their mission while also meeting the changing expectations of their customers.
Ultimately if you want your people and customers to really buy-in to what your company is about you must walk the talk, for me this is strategic alignment in action!
Interested in what it takes to be truly customer centric? Learn more here
Posted in Case Study, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Customer Insight, Customer-Centricity, Empathy, Freedom, Market Culture in Action, Strategic Alignment, Trust
Tagged customer culture, Customer Experience, Customer-Centricity, rei
There is plenty of research and anecdotal evidence that tells us if customers believe “we care” about what we sell them, how we serve them and the relationships we create with them, they will remain loyal advocates of our company. This also applies to the “care” senior leaders show to their staff and partners.
This is no better illustrated than by Howard Schultz, CEO of Starbucks. In the immediate wake of the stock market turmoil around the world on 24th and 25th August, Schultz sent a letter to all his 190,000 staff and partners. As well as assuring them of Starbuck’s continued growth plans despite the stock market volatility and sending his appreciation of their efforts in making Starbucks the number one coffee company worldwide he urged them to think of how their customers might be feeling in relation to this immediate uncertainty He encouraged them to show special care to their customers as follows:
“Our customers are likely to experience an increased level of anxiety and concern. Please recognize this and–as you always have–remember that our success is not an entitlement, but something we need to earn, every day. Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”
By being attuned to customer concerns in their everyday lives Schultz was able to translate this stock market event into a communication to staff and on to Starbucks customers that he and they care.
This is a great example of customer-centric leadership. It costs you nothing, but adds to the customer experience in a way that connects emotionally and creates loyal customers as advocates.
In the below video, Chris Zane of Zane’s cycles, probably the most customer centric bike store on the planet, tells the story of how they got things wrong.
Not only did they gets things wrong but on Valentine’s Day of all days!
We all get things wrong from time to time, what matters is how we handle things when we make a mistake. People that work for customer centric companies take ownership, take charge and make things right for the customer.
Is this how your team operates?
Posted in Case Study, Customer Centric Culture, Customer Centric Leadership, Customer Centric Values, Customer Communications, Customer Satisfaction, Customer Service, Empathy, market culture, Market Culture in Action, Strategic Alignment, Uncategorized
Tagged customer service recovery;customer centric culture;chris zane;
“Starbucks represents something beyond a cup of coffee”, says Howard Schultz, CEO of Starbucks. He’s right. Consumers are not quibbling about the new $7 cup of coffee. In fact, it seems to be a runaway success.
When consumers are connected with a brand emotionally, as many are with Starbucks, they are prepared to pay a premium, or in this case a super-premium, particularly if they believe that the product is scarce. The Costa Rica Finca Palmilera beans come from a relatively rare cherry of the Gesha tree. Scarcity is one thing, but the coffee also needs to be distinctively different. Reviewers say the fancy beans, are being dubbed the Sauternes or Sauvignon Blanc of coffee. They have described the taste as “crisply sweet, quietly but profoundly complex.” It sounds a bit like a wine review, doesn’t it? It won’t be long before we have consumers doing blind taste tests and entering coffee tasting competitions to see who has the best palate.
But, it’s even much more than that. Starbucks has created a bond with its loyal customers based on creating a superior experience from the connection with their personal barista in the shop to hanging out with friends over a Starbucks coffee and a snack. It is the consistency of this experience and the trust that goes with it that enables Starbucks to charge a super premium and for a segment of its market to happily pay it.
We see this in a broader perspective if we accept Howard Schultz’s view: “We help customers discover entertainment”.
This is just the tip of the iceberg. Starbucks is pressing ahead to achieve leadership in the tea market with its intent to acquire Teavana. It acquired Evolution fresh in 2011 offering pure juices and natural foods with added nutrition, launching its first shop in California in October 2012. All of this along with massive growth in the number of shops led by expansion in North America and China.
Does your customer experience create an emotional connection with your brand and your company? Is it strong enough for you to be able to introduce premium price products that customers will happily pay for?
Posted in Customer Centric Values, Customer Communications, Customer Experience, customer focus, Customer Satisfaction, Customer Value, Customer-Centricity, innovation, Market Culture in Action, Trust, Uncategorized
Tagged starbucks; customer culture; customer value; premium pricing