Why one-company leadership might be more important than what’s on your balance sheet.
The first step to successful customer experience is often around how you develop your leadership team. And there’s one simple thing you can do first to make that process a bit smoother.
Without effective organizational decision-making processes, customer-centric growth is very hard to achieve. So, how do you create better organizational decision-making approaches?
If you really want a customer-driven, customer-experience-obsessed culture, you need to do three things first — and they’re not logical steps for many managers and leaders.
Understanding your company’s Power Core is a first crucial step in knowing how to proceed with your customer agenda.
Begin building credibility in the customer experience work by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with.
The Reality Check Audit covers the seven dimensions of building customer relationships and managing customer profitability. Think of the Reality Check Audit as your “To Do List.” It’s a great way to get the lights turned on inside your corporate machine on how much work this “customer thing” takes. Use it to set expectations and to plot out your priorities.
Many organizations considering a Chief Customer Officer frequently consider layering the role on to an existing position already held inside the organization. While the Chief Customer Officer work can be led from either customer service or marketing, it’s important to go into this with your eyes open. Layering the customer work on top of existing responsibilities should not be considered a no-brainer.
The Reality Check Audit measures accomplishments and the scale of work still required to build customer relationships and manage customer profitability. Use it to set expectations and to plot out your priorities.
Reliability and innovation drive differentiated experiences at key customer touchpoints or “moments of truth.”