Page 21 - Warwickers Communication Counts v2015
P. 21
Your customers HOT customer 21 CUSTOMER CENTRICITY
expect your entire TOPIC
centricity
operation to
revolve around
them. SAP Ad.
Customer 1. Determine where your customer
Which way is everyone in your Business looking? 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
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
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.
expect your entire TOPIC
centricity
operation to
revolve around
them. SAP Ad.
Customer 1. Determine where your customer
Which way is everyone in your Business looking? 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
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
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.
