A new style of leadership is emerging, one that resonates deeply with customers and leads to stronger customer loyalty. It is revolutionary and sets the organizations that practice it far above the average players in the eyes of their customers.
Level 1 customer-centric activities are everyday transactional events or touch-points with customers. Level 1 is what most of the world means when it refers to “customer service.” Although good customer service is important, it is table stakes–the expectation to get into the game.
Level 1 is no longer enough to ensure success. Too often, in our businesses, we lapse into cruise control. We get away from the core value of being customer-centered and what was once our purpose loses its vibrancy. There are three levels of organizational behavior that define how we relate to customers. Freshness and growth, however, happen only at the second and third levels.
This white paper explores what it means to operate at Levels 2 and 3 and describes some of the amazing benefits that accrue to organizations that achieve those high levels of custome- centricity.
The paper is available as a free download, with no registration required. It’s published under a Creative Commons license, and we encourage you to share it with your colleagues, your senior staff, anyone you think would find it of interest. We hope that it will provide you with some fresh thinking.
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He is a member of the National Speakers Association and delivers dynamic presentations on the transformative power of genuine customer-centric behavior at conferences or in settings for individual companies. Visit Bill's