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Customer Centric Culture as a “Product” consumed by employees
The term culture is a loaded term, often associated with misalignments between what an organization professes to be and how it actually operates. So many companies do it so poorly that cynicism can be very strong when it comes to attempts to understand or change things. Dharmesh Shah, cofounder of Hubspot found this out the… Read more
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What do customer-centric CEOs do to build customer-centric cultures?
Customer-centric leadership is a management approach that places the customer at the center of an organization’s strategy, operations, and decision-making processes. It involves creating a culture where every employee, from the frontline staff to the top executives, is focused on delivering exceptional customer experiences and maximizing customer satisfaction. Here’s an example of customer-centric leadership: Imagine… Read more
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Applying Ethan Evans’s (Ex-VP at Amazon) Secrets of the Magic Loop to Your Career Development as a Customer Experience Professional
As a Customer Experience (CX) professional, we are always looking for ways to improve the customer journey and our career growth. One of the most effective ways to do this is to apply Ethan Evans’s Magic Loop approach to your career development. Ethan Evans is a former VP at Amazon with extensive first hand experience… Read more
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How do you persuade others to help you create a customer-centric culture?
Daniel H. Pink, author of the 2012 best-selling book “To Sell Is Human” provides a great example of how to persuade others with the right questions. The example he gives is related to parenting however the method applies equally to influencing others to consider new approaches or changes such as building customer-centric cultures. In this… Read more
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How to go from “Good to Great” Customer Centricity
The image above sits on my desk in my home office as a source of inspiration. It is a simple note from one of my favorite business authors, Jim Collins, responding to an unsolicited copy of our book, The Customer Culture Imperative. It is a testament to Jim how gracious he was to even respond,… Read more
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It’s not about huge transformations, it’s about small customer-centric practices that make a big difference
While some organizations need to engage in large transformation projects that involve seismic changes in business models, technology, products and services, and people, to survive, these are the exception rather than the norm. Many leaders believe that changing to a stronger customer-centric business requires disruptive change with a high risk of failure, so they fail… Read more
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