Customer Centric Culture

  • What we can learn from how Amazon deals with poor customer experiences

    A true test of any company is what happens when things go wrong. Does the leadership step up to fix a problem? Is it a bandaid fix? or is it something permanent, that involves going to the root cause of a problem. The world’s most customer centric company, Amazon has a great methodology called “Correction… Read more

  • Why intensity and metrics matter when reshaping an organization’s culture: Lessons from Wells Fargo

    Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales culture based on unrealistic targets. To meet sales targets, employees opened accounts customers did not need, ordered credit cards without their permission and even forged customer signatures on paperwork. The… Read more

  • Is it possible to compete with Amazon and win?

    For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, and Amazon is competing in not only retail but consumer electronics, entertainment, enterprise cloud services… Read more

  • Which is a better approach: customer-centric, product-centric or finance-centric?

    This is a great question that really comes down to a matter of the degree of emphasis put on these different approaches. While the emphasis of some companies maybe product centric what makes those companies really successful is their balance with a customer centric approach. The best example is of course Apple, they build incredible… Read more

  • To get the right customer culture you have to be obsessive!

    If you want to be one of the best at creating a consistently great customerexperience you have to be obsessive about it. Think professional athletes, thinksustainable weight loss, think the most customer-centric companies in the worldlike Amazon. Too many companies today have their weaknesses in their customer culture exposed – some with devastating effects for… Read more

  • Amazon Founder Jeff Bezos explains how he drives a passion for customer obsession with his senior leadership teams

    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… Read more