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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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It’s not about customer projects, it’s about an ongoing program of unity of customer mindset focus and practices by everyone in the business.
Today, many organizations have a myriad of projects designed to help the business become more customer-centric. Ask anyone in a large government department that is looking to provide better services and improved service for its customers. Or in a large insurance company or a large manufacturer. They will tell you “we have 32 projects on… Read more
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It’s not about the leaders’ views on customers, it’s about independent measurement
If you ask senior leaders how customer-centric is the business they lead, the chances are that they will be much more positive than the reality. If you ask 10 people in a business from different functions how customer-centric their business is, they will likely give widely different opinions. If you ask 500 people, you will… Read more
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What happens in your business when things go wrong – is it a triumph or a disaster?
The ultimate stress test of your customer culture is when things go wrong for the customer. The recent cyber-attacks on Australian businesses Optus and Medibank are cases in point. A survey was done of 2,000 Optus telecommunication customers who suffered a privacy breach. The survey found that 56% of current customers answered ‘yes’ when asked… Read more
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It’s not about the customer strategy, it’s the culture, stupid!!
Every time we look we see a report from surveys of the status of customer experience (CX) inside companies that show a high percentage of leaders are dissatisfied with their CX strategy and they plan to change it in the next year. This might also include changing the CX leader. CX quality appears to be… Read more
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True customer-centricity is grounded in reality
There is a reason the most customer-centric businesses in the world were born that way. To begin and become sustainable they were forced to be grounded in reality. They had to discover needs in the market that could be met, they had to work out how to service those needs and make a profit. The… Read more
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