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:

1. Think big
2. Keep talking (what!?)
3. 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
• We're on C-Suite Radio! Check it out for more great podcasts

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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!

• Make your mission statement meaningful both to customers and employees
• Ensure customer-facing employees meet and exceed expectations
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Visit CXWebinar.com to sign up for free and check out more free webinars.

 

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