When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to my customer today?”
Here are 7 things your organization can do to get started:
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First and foremost, you need to get executive support
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Establish at least one corporate goal to measure contribution to the customer and share it with the team.
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Have everyone share how well they believe your customer-centric organization is functioning. Are they spending time on the right initiatives and how well do those initiatives demonstrate your customer-centricity?
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Schedule regular meetings to review goals and create action plans to continuously improve your customer-centric organization.
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Interview or survey customers to understand their expectations of your organization – how customer-centric are you really from their perspective?
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Brag a little. Expose the world to your daily contributions to the customer through Twitter, your Blog, emails etc. This is an opportunity to demonstrate why prospects should be doing business with you.
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Communicate with your Customer.
In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are many activities and responsibilities that have a direct connection to your customers.
What steps will your organization take to become customer-centric?
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