customer-centricity

Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action.

Walking the customer-centricity talk

Business leaders talk a lot about being customer-centric, but honestly, most of them are just talking. It often starts with a big rally or town hall meeting where it’s declared, “we’re becoming customer-centric!” It may make its way into a few emails and become the focus of a new campaign, but this rarely inspires change that leads to true customer-centricity.

So what are they doing wrong, and are you falling into the same trap? Do you really want customer-centricity to drive your organization, or is it just sexy to say so?

It’s time to start walking the talk.  Becoming customer-centric is real work that affects your entire organization, and remaining so is a project that never ends. You’ll need to:

  1. Think big, then think bigger
  2. Keep talking (what!?)
  3. Invite customers in

What do these mean, and how can you apply them to your ongoing experience strategy? Jeannie explains with tips you can use today. Listen in!


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