Starting the customer culture journey Step 1


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Creating a customer focused culture sounds so simple, so basic, so fundamental and yet most companies never quite get there. To be sure it is a journey but like any journey you need to start somewhere and pick a few stops along the way.

The first stop involves knowing where you really are as an organization. How customer focused are you? Certainly your customer’s will have some strong opinions on this….. But to really get to the heart of things you need to start inside the organization with the people responsible for being customer focused and developing a customer experience. What do employees think? Do they believe they work in a customer focused environment?

We have a number of tools to help companies measure the behaviors that customer focused team’s exhibit. These help everyone get on the same page regarding what a customer culture really is and what is required to create it inside any organization.

Getting this type of feedback is the first step in becoming customer focused. It is usually tough for leaders to hear and see results that are not favorable, even though sometimes there may not be big surprises. But getting feedback is part of being customer focused so if leaders cannot accept and use feedback that is the first issue that needs to be addressed.

How customer focused is your business?

Republished with author's permission from original post.

Christopher Brown
Chris Brown is the CEO of MarketCulture Strategies, the global leader in assessing the market-centricity of an organization and its degree of focus on customers, competitors and environmental conditions that impact business performance. MCS works closely with the C-Suite and other consulting groups to focus and adjust corporate vision and values around the right set of beliefs, behaviors and processes to engender more dynamic organizations, predictable growth, and customer lifetime value. In short we help leaders profit from increased customer focus.


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