The Hidden Messages That Are Killing Your Culture Without You Knowing

If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you?

There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings. 

In this episode, we discuss how we categorize the customer centricity of organizations and use the areas of People and Culture and Leadership to determine it. 

Key Ideas to Improve your Customer Experience

There are four distinct types of organizations regarding customer-centricity, which we call our Naïve to Natural Model. There are Naïve organizations that do not or will not put customers first, Transactional ones that know they should do more but aren’t, Enlightened companies get the importance of it but are still working on putting them there, and Natural companies, well, they just do it. 

We use nine areas to determine where an organization is on this model. Two of the most significant are People and Culture and Leadership. How you handle these areas and how they relate to customers indicate where you are on your Naïve to Natural journey. 

Here are a few key moments in the discussion:

• 03:19 Colin defines what customer-centricity is for an organization.
• 05:07 We share the four types of organizations that we use to codify organizations for customer-centricity. 
• 07:04 Colin explains how there are nine areas that affect an organization’s customer centricity, starting with people.
• 11:36 Colin shares a story about how he knew an organization was Transactional based on how much time they devoted to customer training in employee orientation. 
• 23:27 We introduce another area of customer centricity, Culture and Leadership.
• 25:44 Colin explains how they once used a speed dating format to get senior managers back in touch with customers. 
• 27:58 We share how the position of customer issues on the company’s team meeting agenda indicates how important they think it is. 

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Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

 

Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

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