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 it does?
“We are going to make sure that every interaction with our customers is focused on them.” -Jeannie Walters
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:
Think big
Keep talking (what!?)
Invite customers into the process
What do these mean, and how can you apply them to your ongoing experience strategy? Jeannie explains with some tips you can use today. Listen in!
Related Content 360Connext® post, Becoming Customer-Centric: 5 Ways to Walk the Talk
Customers That Stick® post, Creating a Customer Service Culture with Jeff Toister
Episode 193: Amy Downs, Customer Success
Episode 094: Joseph Michelli, Becoming Customer-Obsessed
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Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free!
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