Crack The Customer Code

Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Walking the customer-centricity talk Business leaders talk a lot about being customer-centric, but honestly, most of them are just talking. It often starts with a big rally or town hall meeting where it’s declared, “we’re becoming customer-centric!” It may make its way into a few emails and become the focus of a new campaign, but this rarely inspires change that leads to true customer-centricity. So what are they doing wrong, and are you falling into the same trap? Do you really want customer-centricity to drive your organization, or is it just sexy to say it does? “We are going to make sure that every interaction with our customers is focused on them.” -Jeannie Walters It’s time to start walking the talk.  Becoming customer-centric is real work that affects your entire organization, and remaining so is a project that never ends. You’ll need to: Think big Keep talking (what!?) Invite custo