Success requires collaboration so that your organization is “speaking the customer’s language.” Communication is inevitably poor when it is one-sided. Focusing on your customers is the most important dimension of your culture, and its delivery must be as fluent as possible.
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If you are constantly looking at what your competitors are doing, you will simply end up imitating each other. Being customer-centered, on the other hand, brings better clarity to organizations because it focuses them on thinking like a customer, instead of a competitor.
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When a plant is put in a window, over time it begins to lean toward the light. In the same manner, generous, abundant actions by businesses create a positive energy source that attracts customers. These suppliers are viewed as legendary, not ordinary.
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Companies that want loyal customers must first develop customers’ commitment and an attitude of devoted attachment. The Chinese character for loyalty literally means, “from the center of the heart.” That accentuates a more emotional side of loyalty which embodies a sense of purpose.
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Make sure that your organization is prepared for change by putting some customer-centered monitors in place that will condition everyone to look for new ways by questioning the old ways. Set up a process to evaluate change on customers’ terms, not yours. It will be a great platform to start discussions of ways to strengthen your organization by consistently looking for ways to outperform.
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Customer-centricity will not happen unless your organization is curious about customers and what they will need in the future. Create a culture that is continuously looking for ways to learn more about customers. Don’t become complacent. Be an explorer.
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Our success in generating innovative customer-centered thinking becomes stronger when our “ability to make new combinations is heightened by our ability to see relationships.” As in a kaleidoscope. new patterns develop and create exciting combinations when the variety of experiences that our teams bring to the search lead to fresher ideas within our organizations.
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