Customer Focused Culture: Making it Personal

Far too many organizations have launched their customer experience strategy only to find themselves disappointing or frustrated by their progress a short time later.  What separates a truly effective customer focus from one that fails to deliver meaningful results?

In general, there are four key differences.  One is effective organizations approach it as a process and no an event.  When you treat CE as an event, the results will always be … uneventful.  Another difference is that successful companies realize CE is a means to an end.  If you aren’t focusing on customers to improve your business results – you’ll never get the executive traction you need.  A third difference is winning companies understand CE is as much a mindset or culture as it is a strategy or department.  And they take active steps to anticipate and manage the chance required for success.  Lastly, companies that excel in their customer focus have an internal management discipline that dive their performance.  Far too many companies are simply bad at executing in general and they will be similarly bad at executing CE>  each of these differences or key drivers, and more, will be addressed in this course.