Why Has Customer-Centric Thinking Become a Challenge For Companies?

In a recent article, Lynn Hunsaker discusses that the best companies for providing customer experience seem to have customer-centricity in their DNA from the time they start. If companies want to have customer centricity in their DNA, they need to put the customer as the deciding factor in every decision and strategy made at the company. Basically, before implementing any decision, people should think, “How will this affect the customer? Will it make their experience better?” If the decision will not make the customer experience better, then it’s not a customer-centric decision. Hunsaker goes into detail on the following four prerequisites for having customer-centric DNA in a company:

 

  1. Align from the top
  2. All hands on-deck
  3. Maximize value attainment
  4. Maintain transparency

 

To read about these prerequisites in detail, click here!

 

Why Has Customer-Centric Thinking Become a Challenge For Companies?

call-center-agent-smiling.jpgThere have been many articles discussing customer-centricity and the value of a quality customer experience. In all reality, it’s very unfortunate that many companies need to be reminded that making their customers happy is the most important thing they should strive to achieve. It’s common sense to a degree that happy customers mean more product/service purchases and more loyalty, which equals higher revenue. For many small business owners who see and interact with their customers every day, it’s clear that their businesses are doing well when their customers are happy. But for many leaders in large corporations, customer satisfaction can be a foreign thought. Customer-centricity should be second-nature to companies, yet many seem to be struggling with it. Why is it the case that large businesses lose sight of the value of customer experience?

 

The issue most likely stems from the sheer size many organizations grow to and how spread out they become across the world. In addition to globalization, large companies often end up suffering from departments silos. When you add these realities to the fact that many people within the organizations never even speak with customers depending on their role in the company, it’s very easy to see how companies can lose touch with the needs of their customers. However, just because it’s easy to lose customer-centricity, that doesn’t mean it’s a valid excuse.

 

Hunsaker’s article and a variety of other articles discussing the topic of customer-centricity provide quality insight into how companies can get back to basics with providing a quality customer journey and experience. While companies grow over time, there should be no reason that their customer-centricity can’t scale with them. Companies that maintain consistency with their customer-centric values in all facets of their organization will continue to grow while still satisfying their customers in the process.

 

This blog post is based on an article from CustomerThink. To read the original article, please click the link below:

What is Customer-Centricity DNA? – Lynn Hunsaker

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About the author: Zach West