This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture.
There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about just giving the customer what she wants, saying “yes,” and bending over backwards for her. That’s not it at all. If your business is customer-centric, those things are the least of your worries.
Customer-centric companies put the customer at the center of all they do. That means that they ensure that they make no decisions without first thinking of the customer and the impact those decisions have on the customer. The customer is infused into everything they do. I like to say: No discussions, no decisions, no designs without bringing in the customer and her voice, without asking how
