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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Short-term thinking has plagued businesses for years, but in today’s economic conditions, it is even more dangerous. Now is the time for change, not to stand still.
Organizations in a survival mode resort to quick fixes such as downsizing and postponing expenses. Their leaders don’t realize that they cannot recycle the ideas of the past and
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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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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