Walking Your Talk | Culture Change & Leadership
32: Customer-centricity series - Indispensable is the benchmark - does your business hit this?
Dec 9, 2019
Explore the importance of all roles in a customer-centric organization, including non-customer-facing positions. Learn about the value of understanding client perspectives and transforming business to be truly customer-centric.
11:39
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Quick takeaways
- In a customer-centric organization, all roles must prioritize customer needs, not just customer-facing ones.
- Understanding and aligning with clients' needs can transform business approaches towards customer-centricity, regardless of role.
Deep dives
Being Customer-Centric in Every Role
To achieve a sense of being indispensable to customers, it's essential for every role within an organization, not just customer-facing ones, to prioritize the customer. This podcast emphasizes that even non-customer-facing positions like HR, finance, legal, and product development play a crucial role in understanding and meeting customer needs. An example shared highlights how the head of legal in a supermarket chain used insights on customer behavior to negotiate better locations, showcasing the importance of all roles in shaping the customer experience.
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