Building a customer-centric culture

“Only 14 percent of marketers say that customer centricity is a hallmark of their companies, and only 11 percent believe their customers would agree with that characterization.” – CMO Council Report.

To become customer-centric is not only start analysing the systems and technology your company uses or start combining the variety of customer data. It is essential to build a customer-centric culture in your business.

It is not a rocket science but many companies fail to look at their own employees. A customer-centric culture can drive positive financial performance and be a source of competitive advantage. There are plenty of statistics and facts to back this up.

How you can start cultivating this culture?

-       Invest heavily in employee training and development to reinforce the company’s vision and mission for serving customers

-       Develop ways for employees to interact with customers directly, even in “back office” functions. Every employee impacts the customer experience in some way. If your employees interacts with customers, they can better understand them and learn about their successes and challenges

-       Link employee culture to customer outcomes and show them how a customer-centric culture impacts positively the results.  

-       Provide customer feedback to the organization

-       Brainstorm with your employees and listen to their input.

 Culture and strategy go hand in hand. Happier and motivated employees make happier customers! It is win-win situation.