If you want to be one of the best at creating a consistently great customer
experience you have to be obsessive about it. Think professional athletes, think
sustainable weight loss, think the most customer-centric companies in the world
Too many companies today have their weaknesses in their customer culture
exposed – some with devastating effects for their customers, employees, and
shareholders. Consider what’s happened in the banking sector, the retail sector, and
the telecommunications industry.
The culture of companies towards customers is now exposed for what it is – both to
their customers and to non-customers. Customer reviews, unwanted publicity for
failures of service delivery as well as visual cues from its website and physical
channels now expose a company’s customer culture – or lack of it.
This can’t be fixed using band-aids. A customer-centric culture is not a bolt-on. It has
to be built-in. If your company needs to build-in a strong customer culture you will
have to be obsessive about it – just like professional athletes, sports teams, and the
world’s most successful companies.
Jeff Bezos, the founder of Amazon, has been obsessive about customers, since its
inception just over 20 years ago. He has made sure that everyone working at
Amazon is also obsessive about customers.
This means being obsessive about getting and acting on customer insights, giving
permission (empowerment) to employees to do what’s right for the customer,
working in collaborative teams to provide greater value for customers and aligning
everyone in your business to deliver a customer-centered strategy.
This is not some nice intangible idea anymore, we have been obsessed with developing a proven methodology with measurement and best practices that any company can use.
If you really want your organization to be customer-obsessed, learn more in our MarketCulture Academy we know the way!