What are the ingredients of a customer centric culture?

Don Peppers wrote a great article this past week that really gels with our views on what it takes to be customer centric.

His list included:

1. Engaged and Enabled Employees (Empowerment in our MRI Assessment)

2. Storytelling (Customer Insight and Foresight)

3. Being Human (Customer Centric Leadership and Strategic Alignment)

At the heart of this is an organizational purpose that is more than just driving profitable growth, while that is an important outcome, it simply does not connect emotionally with people.

A purpose that is inspiring, connects people with the outcomes they collectively can achieve for customers.

For Air New Zealand the shift in mindset was from "We fly planes" to "We Fly People". That changes how people think about the work they do and the impact it has on customers.

How does your organization's purpose reflect the impact it has on customers lives?

Upcoming Book Signing and Speaking

New York City - April 5/6

In the meantime here is our latest blog post:

Why are so many customer-centric leaders on their own?

Thanks!

Chris Brown