The Three-Legged Stool of Customer-Centricity


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How would you answer this question that was posed to me about a blog post I wrote recently?

I’ve been sharing a lot of customer experience lessons from a variety of different events, people, and angles in my “Customer Experience Lessons from…” series. A couple of weeks ago, after posting Customer Experience Lessons from the Great Food Truck Race, I got a question from the team at Angel: “Which of your CX tips from the Great Food Truck Race is the most important?

That’s a fair question. And, honestly, it’s a tough one to answer with just one “most important” item. I’m not sure that there is just one lesson or aspect from that post that is most important. At the very least, I could have answered with two, and at the most, I’d need to give my top three tips. I chose to go with three. I believe the lessons I’ve chosen cover the main criteria to ensure the organization is focused on the customer experience.

My 3-Legged Stool of Customer-Centric Organizations

As I mentioned, I chose the three most important lessons from that post to answer Angel’s question. The three I chose (text straight from that post) were:

Know your brand. Know your purpose. Be true to who you are. Make sure everyone in the organization understands who you are and lives and breathes it every day.

Hire the right people. It’s so important that you hire people who are friendly, passionate about what they/you do, want the business to succeed, and will do whatever it takes to make that happen.

Know your customers. You can’t meet their needs until you understand who they are and what their needs are. Be aware of the fact that customers in different locations, geographies, cultures, etc. have different needs. Be prepared to address them.

That’s it. Purpose, employees, and customers.

I supposed if you forced me to choose just one, it would be to know your purpose. Your purpose is your guiding light, your North Star. Your people are focused and driven by that guiding light. Your culture, your hiring practices, your customer experience design, your customers, your leadership, everything is aligned to that purpose.

What do you think? Which one – or three – would you have chosen?

For us, our most important stakeholder is not our stockholders, it is our customers. We’re in business to serve the needs and desires of our core customer base. -John Mackey

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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