Forrester Research Principal Analyst Kerry Bodine says many companies put buyers into customer experience hell by frustrating their attempts to buy products and get service. To transform into customer-centric organizations that delight customers, businesses need the right skills, process, and culture.
There are five Key elements of a customer-centric culture. A customer-centric culture:
1. Views a customer experience as critical to meeting business goals
2. Shares an accurate understanding of the customer and their needs
3. They then align company strategy with those customer needs
4. They support customer experience initiatives from the Top down
5. They have common goals across the organization.
Listen to Kelly in this video about what Master Lock learned from their customers that transformed their company from a focus of making locks to a focus on the products people want to buy for “security”.
Next Steps:
This customer knowledge may be found in your CRM system but if it isn’t, start by interviewing your customers. At a minimum start to observe the customers’ buying habits and share those within your business. Document the conversations and observations in your CRM system and tag with a high priority. Look for trends that can shape your business strategy. Listen again to this video and access the following related articles. ACT – Start the transformation for greater business relationship success.
