There are many utilities that claim to help you find out how customer centric your organization is. Here is another one sruvey from Round (UK) Limited.

The questions in the survey do point in the right direction & help in defining a customer centric organization. Do check it out.

PS: A UK firm using baseball to explain something!

Just a link to Bruce Temkin’s blog entry on the topic.

Great customer experience is not only free, it is an honest-to-everything profit maker. In these days of “who knows what is going to happen to our business tomorrow” there aren’t
many ways left to make a profit improvement. If you concentrate on improving customer experience, you can very likely increase your profits.

http://experiencematters.wordpress.com/2007/09/11/my-manifesto-great-customer-experience-is-free/

• are organizations & people in organizations who know that at the end of the day the only that treally matters is securing, retaining & growing customers …unbelivably customer fcocused

Where are marketing mavens required?

• hopefully most ppl in organizations are marketing mavens
• certainly in service org, many ppl come in contact with customers …so in these organizations most or all ppl in organizations are marketing mavens …is infused in the DNA of the organization

Imperatives

• Picking markets that matter
• Selecting segments to dominate and finding the sweet spot in that segment
• Designing the offer to create customer value and secure differential advantage
• Integrating to serve the customer
• And measuring what matters ..pls in organizations do what is inspected of them rather than what is expected of them

Source: The Marketing Mavens: Harvard Business Online producer Steve Singer talks with Noel Capon, author of the new book The Marketing Mavens.

http://hbsp2.libsyn.com/index.php?post_id=243563