Summary

In this conversation, Christophe and Peter discuss what it takes to build a customer-first organization. They highlight the importance of recognizing the characteristics of a customer-first organization and how to become one. They emphasize the need for leadership and cultural obsession with the customer. They also discuss the role of different generations and the importance of onboarding new employees with a customer-first mindset. Overall, they stress that being customer-focused is a cultural mindset that starts at the top and permeates throughout the entire organization.

Takeaways

• Recognizing the characteristics of a customer-first organization is crucial for building one
• Leadership plays a key role in driving a customer-first culture
• Cultural obsession with the customer is more important than processes
• Customer focus can be learned and developed, but some individuals may be more naturally inclined towards it
• Different generations may have different expectations of customer focus
• Onboarding new employees with a customer-first mindset is essential
• Being customer-focused is a cultural mindset that starts at the top and permeates throughout the entire organization

Sound Bites

• "A customer is anyone who is not me"
• "Customer obsession is having Diet Coke for one customer"
• "Three indicators of a customer-first organization: Chief Customer Officer, Customer Experience Team, CEO's focus"