Walking Your Talk | Culture Change & Leadership
29: Customer-centricity series - Are you deeply curious enough to know their world?
Nov 18, 2019
Explore the essence of customer-centricity, deep curiosity about clients' lives, immersive experiences in understanding diverse industries, CEO's hands-on engagement with customers, embracing customer perspective through deep curiosity
13:09
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Quick takeaways
- Being truly customer-centric requires deep curiosity about customers' lives beyond surface knowledge.
- Embracing critics and engaging with dissenting voices can provide valuable insights for anticipating industry challenges.
Deep dives
Key Point 1: Understanding the Customer
To be truly customer-centric, it is essential to have a deep and genuine curiosity about the life of the customer. This curiosity extends to understanding their business, people, and challenges. The podcast emphasizes the importance of personally connecting with customers beyond reading market research reports. Real-life examples, like the CEO of a supermarket chain interacting with customers in-store, highlight the significance of engaging directly with customers to gain insights that inform decision-making.
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