Published on March 17, 2014
10 steps to a customer centric organisation A publication of We Customers
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. - Sam Walton
In today’s competitive environment, customer centricity is not aspirational – it’s essential. Why customer centricity?
… but you know that, don’t you?
It’s just … it’s not easy.
… but if it were easy
… but if it were easy Everyone would be doing it well.
With the right tools, program and support…
Any organisation can get there
Any organisation can get there
So let’s get started…
Here are 10 tips to create a customer centric organisation
1. Have a clear, customer- centred vision with top down support
2. Make every business decision in alignment with this vision
3. Know what customers want, because you ask them
4. Tailor products/services to what customers want Photographer: Harry Rubenstein Photo ID: 5780PB12F4C
5. Meet customer expectations with every interaction
6. Regularly measure customer satisfaction and change accordingly
7. Clearly communicate the importance of customer centric behaviour to every employee
8. Measure and reward customer centric performance
9. Employ and promote people who support customer centricity
10. Expect suppliers and partners to model customer centric behaviours U.S. Air Force photo/ Staff Sgt. Stephany D. Richards
Learn more Download Now Customer Centricity, The Key to a Sustainable Future
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