For long there has been talk of building customer-centric cultures in organizations, but rarely has it succeeded. Marketing research conducted by the CMO council states that merely 14% of marketers agree that their organizations have such a customer-centric model. Even worse, a bare 11% believe that customers agree with their approach. To make this work, some recommendations have been identified. First of all, companies need to curate a proper operational plan to track employees’ customer empathy. The talent recruitment pipeline must be geared towards people with a customer orientation. The data tracked on customer insights must be shareable with the employees. At each level or department, there must be some channel to have direct customer interaction. The entire employee culture needs to be aligned with the final customer outcomes. Even compensation needs to be tied to a customer-oriented attitude as executed successfully at Adobe.


Uploaded Date:23 October 2018

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