A Customer-Centric Culture Starts By Embracing This One Truth

A Customer-Centric Culture Starts By Embracing This One Truth

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How do you inspire an entire organization to focus on the customer?

It's a question that vexes many a business leader, as they seek to create a customer-centric culture and a competitively differentiated customer experience.

Executives typically employ a variety of tried-and-tested tools to achieve these cultural aspirations, among them:  Voice-of-the-Customer programs, empathy training, improved new hire screening, better socialization of customer-centric behaviors, as well as customer experience-oriented performance metrics and compensation schemes.

Those are all valuable instruments, but they neglect to account for the fact that, oftentimes, one of the biggest impediments to creating a customer-centric culture is that many employees don't think they have a customer.



The “customer” is front and center for those staff who possess front-line jobs and have regular day-to-day contact with