Page 14 - Warwickers Customers Count vflip2

Your customers HOT expect your entire customer operation to TOPIC revolve around 14 them. SAP Ad. centricity 1. Determine where your customer needs and business value intersect . 2. Identify your brand key words and phrases in. 3. Focus on serving the customer needs and embed a customer orientation in everything you do. 4. Put the customer at the heart of the business and ensure CUSTOMER CENTRICITY everyone’s facing in the right direction. 5. Live by Max’s Law: ‘This restaurant is run for the enjoyment and pleasure of our customers, not the convenience Which way is everyone in your Business looking? of the staff or the owners’. The language you use needs to match what you do – the brand language needs to be alive inside the business as much as outside. Employees need knowledge, good processes and skills with the right attitude that gives them an emotional connection to the customer. Why do businesses focus on themselves rather than the customer? Are they inwardly focused with a short term focus on profit because they are led by shareholder above customer interest. Both profit and shareholder value are key as outcomes of great customer centric strategies. A great customer experience can only be given by someone who wants to give it. Employees who are passionate about what they do and choose to give the best then deliver that great experience. Throw away your organisation charts and show people where they fit based on this.