What does it mean to be customer-centric? Is it enough to have a cool slogan like “Every Encounter Counts” and that makes you focussed on your customers? Of course not. Slogans don’t interact with your customers. People do.
Slogans are useful when people understand them. But since they are so short and simple, different people may interpret differently how to act on them. Lots more has to happen besides printing the slogan on coffee mugs and sending them to all employees. A culture has to be built over time, and it’s hard work.
When a customer complains about how your company has treated them, how do you respond? Do you generate a series of internal emails among the players involved, in which it gets explained how the company didn’t really treat the customer badly? Or do you Read the rest of this entry »
