The Customer Service Survey

What does it mean to be customer-centric?

by Peter Leppik on Wed, 2015-09-02 16:54

Business writers like to talk about the benefits of being customer-centric. But what does it mean, and how do you know whether a company is customer-centric or not?

Like any other aspect of organizational culture, being customer-centric can be hard to define. There's no simple test or checklist that says you're customer-centric.

Being customer-centric is about considering the impact on customers in every decision the company makes. A customer-centric organization will:

  • Prioritize efforts that remove pain points for its customers.
  • Consider the impact on customers on decision-making throughout the organization, not just in the traditional areas of customer service and sales.
  • Train employees in all departments that the decisions they make can affect customers, including back-office functions.
  • Have leadership that takes an active interest in customer issues, both in aggregate and also individually.

These are all organizational outcomes, they are the things that come naturally to a customer-centric organization  as part of its culture.

Getting there is another matter. That's where the five competencies Jeanne Bliss talks about in Chief Customer Officer 2.0 come into play.

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