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 … Continue reading → Read more
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 … Continue reading → 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, … Continue reading → Read more
Culture eats customer experience quick wins for breakfast – its time to get truly customer obsessed!
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 … Continue reading → Read more
Recently I asked a colleague, Sean Gallagher, President at Influence Success, to review our book, The Customer Culture Imperative, compared with other books that address the area of customer experience. He said”: “Many books on customer experience are useful and … Continue reading → Read more
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 … Continue reading → Read more
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- How do you persuade others to help you create a customer-centric culture?
- How to go from “Good to Great” Customer Centricity
- It’s not about huge transformations, it’s about small customer-centric practices that make a big difference
- 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.
- It’s not about the leaders’ views on customers, it’s about independent measurement
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