[REPRINT] Super-charge the Journey to Customer-Centric Culture
CASE-IN-POINT: Super-charge the Journey to Customer-Centric Culture
REFERENCE: “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life”| Organizational (ORG) Bold Move #4: Create a Framework for Culture Sustainability
[REPRINT} Super-charge the Journey to Customer-Centric Culture
Synopsis. Customers have more choices than ever on where to spend their time and money. Having strong voices in social media and on-line rating sites have further shifted the balance of power, creating the “hyper-empowered customer”. Accordingly, organizations large and small are keen to create cultures that are inherently more customer-centric, if not customer-obsessed. For perennial customer experience leaders and best-in-class service brands, this means going beyond traditional change management to adopt an underlying organizing principle that fundamentally re-sequences organizational and operational DNA.
Originally published on CustomerThink: Link to the full article.
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