Do you struggle with the mistaken belief that becoming customer centric requires you to become a “yes person”, for the customer. This could not be further than from the truth form my point of view. Becoming customer centric in my view is that you say “no” when it is appropriate to say “no” while offering other approaches to meet the customer’s need.
To be successful don’t you think that you need to align the resources of your company to effectively respond to the ever-changing needs of the customer, while building mutually profitable relationships?
Becoming customer centric should include the position of your people and organization, processes, technology, products and services to the customer.
Customer Centric Priority
There are many steps to becoming customer centric, but at the top-level, there are three primary imperatives:
1. Know Your Customer
2. Align Your Resources
3. Listen and Respond
Truly listening requires that you obtain input from each customer touch point, integrate this information, internalize, analyze and…respond!
Update your customer with the following:
- This is what we heard
- This is what we have done
- This is what we have planned
I ponder what can you do to provide better customer solutions? I think back to an article that I read by Ranjay Gulati “Silo Busting”. He clearly stated that you have the four Cs of Customer –Focused Solutions.
Coordination – Establishing structural mechanisms and process that allow employees to improve their focus on the customer by harmzing information and activities across work units.
Cooperation – Encouraging people in all parts of the company – through cultural means, incentives, and the allocation of power – to work together in the interest of customer needs.
Capability – Ensuring that enough people in the organization have the skills to deliver customer-focused solutions and defining a clear career path for employees with those skills.
Connection – Developing relationships with external partners to increase the value of solutions cost effectively.
