When organizations seek to become more customer-centric, it is important to have the right foundation in place. Walker has identified the following four factors that are critical when driving this type of organizational change:
- Leadership Support: It starts at the top. We need purposeful, intentional commitment from leadership to be a customer focused organization. There should be a clearly articulated vision and customer intelligence needs to be used by C-level executives – and they expect others to use it too.
- Customer Focus: How you truly view customers is evident by the influence they have on the decisions your organization makes. Customer metrics should get as much attention as operational metrics. It should factor into hiring decisions and the degree to which employees are empowered. The value of providing a positive customer experience must be institutionalized.
- Visibility to Customer issues: Associates need to have visibility to customer issues – as well as the initiatives underway to address them.
- Willingness to Change: It will all fall apart if you’re not open to change. To truly be customer centric, your organization may need to change your approach or modify processes and procedures. If you’re not willing to do that – why even bother giving this idea lip service?
Each of these four elements need to be in place if your organization hopes to create a powerful, customer focused culture.
Vice President, Consulting Services