Leadership actualization is a healthy leadership foundation exemplified by leaders of successful customer-centric organizations. Studies indicate that successful leaders conduct themselves in a way that empowers employees without micromanaging them – trusting their judgment to make important decisions, succeed at their jobs, and uphold company vision and values. Many leaders allow their personal baggage to get in the way, grafting their personality traits onto their organization to the detriment of business. In contrast, healthy leadership paves the way to staggering success.
Aligning technology and organizational governance with learning about the customer is critical for increasing customer happiness. To that end, every organization must generate and build information from each customer interaction, sharing findings with all key members of the organization who serve customers. Findings should then be utilized to customize services and products; and deliver an excellent customer experience.
Employee and Team Engagement
Happier employees create happier customers, who in turn create positive metrics throughout organizations. When employees feel inspired with shared visions, and feel empowered to believe they have a stake and a role in success, they become self-directed work teams: critical to all successful organizations. These high-performing teams transform ordinary companies into industry leaders by taking initiative: identifying opportunities for improvement and developing plans to make immediate, positive changes.
Customer Centric Measurement
Measuring Customer Lifetime Value is critical to a creating a customer centric culture. Leaders must ensure that measurement is taken not only with sales, but also by customer value—defined through a review of the customers’ portfolio. This metric is called NPV (Net present value) and is relevant to current assessments and future scenarios.
Developed by Peppers and Rogers, world-renowned experts on customer relationship management and customer centricity, the IDIC model proposes four actions for companies to build and retain long-term one-to-one relationships with customers. The acronym represents
- Differentiating customers
- Interacting with these customers
- Customizing products and services for these customers
Enhanced Customer Experience and Journey
Whether through services or through products, every business can create a memorable customer experience. To stand out from the competition, companies must create an incredible memorable experience delivery that will retain and win customers.
Building a culture of customer centricity is a holistic undertaking that involves a high-level plan to effect change within your organization, with a growth mindset of continued learning and constant evolution.
Systems Alignment & Approach
A customer-centric organization embraces “systems thinking,” a cornerstone of learning organizations. In an organization with “systems thinking,” systems and processes exist to support the customer-centric culture, with feedback mechanisms to nurture a process of continuous improvement.