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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Avoid complexity for your customers. The best way to prove yourself to them is to make their lives simpler.
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“There’s no such thing as good news or bad news. There’s only fast news and slow news.” Fast knowledge happens within organizations that are connected and proactively communicating with their customers. Every organization should have an early warning system. The best one is built around closeness with your customers.
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The new approach to customer-centricity embodies being a caretaker for the customer ecology in every interaction between external customers and your organization.
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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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Amazon.com continues to be a successful, strong brand because it always answers its business questions—strategic and day-to-day—with a solution that includes “the customer.”
Jeff Bezos, Amazon’s CEO, has given the world insight into how he leads the Amazon organization through a series of interviews over the years. I believe the best is “The Institutional Yes” (Harvard
Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in the future. It is really important to understand these tells and to manage them deliberately because customers judge your
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Right-brain thinking will not take you to the next level without distinct business goals. The right-brain approach has always been a metaphor for intuitive, innovative, big-picture decision-making. With specific goals, this underutilized perspective will accelerate your business growth and customer commitment.
Every successful organization needs specific customer-centered goals. These go far beyond narrowly thinking of customers
Much has been written recently about right-brain thinking—and it is long overdue. Business has traditionally been left-brained, but its ability to search for greater efficiencies and to innovate while lowering costs has reached a plateau. The new opportunity to take performance to the next level is through right-brain thinking. A shift to this approach signifies
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Becoming customer-centric is transformational and it requires a change in culture as well as in process design. It demands a long-term commitment that involves everyone in your organization. However, there is one proven method to jump-start the process in a way that will accelerate the company-wide commitment to the journey.
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