On a recent episode of my podcast, I talked to Lee Roquet of Yellowfin about the importance of the Power Core, and it’s such an important topic, I wanted to expand upon it in my vlog, and talk about why a lack of understanding of the Power Core may be what’s preventing you from getting traction.
Yellowfin CCO Lee Roquet shares how determining the power core at Yellowfin helped him understand the company’s culture, which laid the groundwork for his CX strategy.
I’m sharing some of my own “what do you know now that you wish you knew then?” learnings with you, from my previous experience as a COO at Fortune 500 companies.
I often call this “identifying the Power Core.”
Knowing the heart and pulse that drives your business decision making tells you how to move forward in customer experience. The Columbus Metropolitan Library has the customer at the core of their business. They aren’t focused on warehousing books; they engage their customers in reading and learning.
In a company with a customer power core, customer needs drive the overall plan for what’s developed and delivered.
Understanding your company’s Power Core is a first crucial step in knowing how to proceed with your customer agenda.
Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. As we try (or don’t try) to figure out how to work together, customers sink further and further out of sight. Down they sink into the quicksand we’ve created.
Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel. The company needs to commit to customer retention, not just acquisition.
The great vulnerability is in the decision-making process to determine a priority. Most processes for getting IT funding aren’t comprehensive to the point of seeing how the pieces connect to form the business. There is no glue bringing the silos together to connect the operations.