Artwork

Colin Shaw and Beyond Philosophy LLC에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Colin Shaw and Beyond Philosophy LLC 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
Player FM -팟 캐스트 앱
Player FM 앱으로 오프라인으로 전환하세요!

Here is How to Get Your Organization to Be More Customer-Centric

33:08
 
공유
 

Manage episode 456750655 series 2984018
Colin Shaw and Beyond Philosophy LLC에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Colin Shaw and Beyond Philosophy LLC 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s.

By marginal improvement, we mean it went up four points. That’s right, four.

This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly.

Our discussion in this episode revolves around four key customer-centricity levels: Naive, Transactional, Enlightened, and Natural. These stages represent an organization's maturity in focusing on customers, from the least to the most advanced.

  1. Naive Organizations focus internally and lack regard for customer needs, often viewing the customer as secondary to operational goals.
  2. Transactional Organizations acknowledge the importance of the customer but treat interactions as isolated transactions, usually emphasizing efficiency over empathy.
  3. Enlightened Organizations offer a more cohesive and emotionally engaging experience, understanding that customers seek meaningful interactions.
  4. Natural Organizations are the pinnacle of customer-centricity, with cultures that fully align employee and customer experiences. These companies anticipate customer needs and prioritize creating memorable, personalized moments

Organizations are encouraged to evaluate where they stand on this spectrum and start implementing changes in nine core areas: people, customer strategy, systems, measurement, channels, expectations, marketing and branding, processes, and leadership. Embracing these changes may require a cultural overhaul, but the rewards include increased customer loyalty and satisfaction.

In this episode, we dive into the concept of customer centricity and explore the journey organizations must take to shift their focus more closely to the customer. The journey from Naive to Natural isn’t easy, but it is essential for brands that want to build genuine, long-term customer relationships.

Here are a few other key takeaways from the discussion you will learn:

  • Customer centricity is not just about enthusiastic service—it requires a deep cultural shift within the organization.

  • Organizations must balance rational, efficiency-focused goals with emotional aspects to create a holistic customer experience.

  • Success depends on how well leadership integrates customer-focused values into every level of the organization.

  • The nine organizational areas identified help companies assess and improve their customer focus.

  • True customer-centric brands are often those that consider both customer and employee experiences as interconnected.

  • Moving towards "Natural" status requires significant effort and incremental improvements rather than a one-time overhaul.

  continue reading

393 에피소드

Artwork
icon공유
 
Manage episode 456750655 series 2984018
Colin Shaw and Beyond Philosophy LLC에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Colin Shaw and Beyond Philosophy LLC 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s.

By marginal improvement, we mean it went up four points. That’s right, four.

This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly.

Our discussion in this episode revolves around four key customer-centricity levels: Naive, Transactional, Enlightened, and Natural. These stages represent an organization's maturity in focusing on customers, from the least to the most advanced.

  1. Naive Organizations focus internally and lack regard for customer needs, often viewing the customer as secondary to operational goals.
  2. Transactional Organizations acknowledge the importance of the customer but treat interactions as isolated transactions, usually emphasizing efficiency over empathy.
  3. Enlightened Organizations offer a more cohesive and emotionally engaging experience, understanding that customers seek meaningful interactions.
  4. Natural Organizations are the pinnacle of customer-centricity, with cultures that fully align employee and customer experiences. These companies anticipate customer needs and prioritize creating memorable, personalized moments

Organizations are encouraged to evaluate where they stand on this spectrum and start implementing changes in nine core areas: people, customer strategy, systems, measurement, channels, expectations, marketing and branding, processes, and leadership. Embracing these changes may require a cultural overhaul, but the rewards include increased customer loyalty and satisfaction.

In this episode, we dive into the concept of customer centricity and explore the journey organizations must take to shift their focus more closely to the customer. The journey from Naive to Natural isn’t easy, but it is essential for brands that want to build genuine, long-term customer relationships.

Here are a few other key takeaways from the discussion you will learn:

  • Customer centricity is not just about enthusiastic service—it requires a deep cultural shift within the organization.

  • Organizations must balance rational, efficiency-focused goals with emotional aspects to create a holistic customer experience.

  • Success depends on how well leadership integrates customer-focused values into every level of the organization.

  • The nine organizational areas identified help companies assess and improve their customer focus.

  • True customer-centric brands are often those that consider both customer and employee experiences as interconnected.

  • Moving towards "Natural" status requires significant effort and incremental improvements rather than a one-time overhaul.

  continue reading

393 에피소드

Tüm bölümler

×
 
Loading …

플레이어 FM에 오신것을 환영합니다!

플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.

 

빠른 참조 가이드

탐색하는 동안 이 프로그램을 들어보세요.
재생