Customer centricity Customer emotions Strategy 
Beyond Philosophy
NOVEMBER 18, 2014
Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.
Beyond Philosophy
NOVEMBER 6, 2014
Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.
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Beyond Philosophy
NOVEMBER 24, 2014
Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. Putting the Power of Your People to Work.
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Beyond Philosophy
OCTOBER 6, 2014
The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.
Beyond Philosophy
FEBRUARY 5, 2015
How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.
Beyond Philosophy
NOVEMBER 15, 2017
Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.
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