A True Customer Focused Culture
There’s a lot of talk lately about focusing on the customer. Certainly, it makes good sense to think from the customer’s point of view if you want to meet and exceed their expectations. And it is easy to see how a customer focused culture could benefit an organization compared to organizations who don’t pay as much attention to what matters most to their customers.
But there is a need to be clear about what a true customer focused culture means.
A true customer focus is far more comprehensive an effort than just musing about the customer experience or surveying a slice of your market. A true customer focused culture actively involves the entire organization, from the ground up, in understanding at each level how to deliver the best customer experience possible — each and every time.
What Customer Focused Leaders Do
Data from our leadership simulation assessment tells us that customer focused leaders understand the customer and bring the customer’s needs to the forefront of business decision making by:
Tackling the Challenge
Businesses that survive tough times have the ability to flex and have leaders who quickly adapt to change according to market shifts and increasing customer demands. They know how to learn, adjust, and innovate for their customers. They are not mired in bureaucratic decision making but are poised to recognize and take advantage of emerging opportunities.
And the speed of change matters. In Accenture’s most recent C-Suite survey, 95% of both B2C and B2B executives say that their customers are changing faster than they can change their businesses.
The key is an aligned workplace culture that explicitly empowers and supports all employees to fully understand the customer and meet their needs. Done right, the entire organization takes on the challenge and focuses on becoming customer intimate.
3 Big Steps to Establish a More Customer Focused Culture
Adopting a customer focused culture is not just the job of Sales, Marketing, and Service. To be customer intimate, the way work gets done across the entire organization must help to build deep and intimate experiences with each customer interaction.
After you have assessed your current corporate culture to know where you stand:
The Bottom Line
How your organization thinks about customer relationships matters. If your go-to-market strategy calls for delivering relationship-based customer experiences characterized by long-term relationships, you better invest the time to ensure that your culture is ready to deliver on that promise.
To learn more about starting the journey to become more customer centric, download How Serious Are You About a Customer Centric Strategy?
Get key strategy, culture, and talent tools from industry experts that work
Assess how you stack up against leading organizations in areas matter most
Download published articles from experts to stay ahead of the competition
Review proven research-backed approaches to get aligned
Stay up to do date on the latest best practices that drive higher performance
Explore real world results for clients like you striving to create higher performance