Customer first. Customer obsessed. Everything about the customer is changing – motivations, connections, expectations, time and purchasing power. Life events are less predictable than they were in the past. Organizations that don’t detect these shifts, and fail to build strategies based on the new realities and lives of the customers they serve, will struggle to remain relevant in today’s marketplace. Customer experience is the key.
I believe there are three defining and competitively advantageous characteristics of customer obsessed organizations: They are customer first: they put their customers at the heart of their strategy, planning and execution and continually ask “what does this mean to my customers?”, “what is the impact on my customers?” and “how will my customers respond?” (Julio Hernandez, KPMG).
So Customer first, customer obsessed and a focus on customer experience is the key to success.
Get the full article as pdf here.
Author: Julio Hernandez