There has been a lot written, tweeted, blogged about the importance of being a customer-centric company. So, what are the habits of a customer centric company?
Here's an interesting infographic that articulates their habits. I loved the digital-physical point here. Most often there is a lot currently being written & talked about on digital but the physical components of the interactions and processes are often overlooked in the hype associated with digital. That must be a key area of focus.
But, in my view this infographic only tells half the story. The other half of the story is organizational alignment across businesses units which is an important habit that I have observed in such companies. There is a top-down ownership of the customer, departmental silos are often missing or broken to keep the customer at the centre of these relationships and there are common metrics that are measured to make customer-centricity a reality. You may want to check if there are common customer-focussed performance measures in your organization across sales, marketing, customer service and IT. It should not be confused with sales satisfaction, service satisfaction but are you differentiating & measuring the experience of your existing customers vs new customers? Do you measure incremental sales share from existing customers? Do you measure channels against these existing customer experience measures vs new customer experience measures? Are your customer service measures also measured the same way as the channel?
The key question is - do you put your existing customers first and measure it relative to your new customers? That's the secret sause according to me.