Creating a customer-centric culture requires six key steps. First, leadership must fully commit to the customer-first mindset, setting the tone for the rest of the organisation. Second, companies need to hire for customer orientation, prioritising individuals who are naturally customer-centric in their outlook. Third, they should train for empathy and customer service skills, as these are not innate but can be developed with the right guidance.
Fourth, a company must encourage employees to think like the customer, understanding their experiences and perspectives. Fifth, it’s crucial to foster cross-functional collaboration, breaking down silos to ensure everyone is working towards the same customer-focused goal. Finally, companies must reward customer-centric behaviour, reinforcing the importance of this approach and encouraging its adoption throughout the organisation.
Remember, becoming customer-centric is not a one-time project, but a continuous journey requiring regular reassessment and adaptation. It’s a strategic choice that can lead to sustainable competitive advantage, increased customer loyalty, and ultimately, business growth.
Go to source article: https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture