Category: When Customers Rule!

7 Habits of Highly Effective Customer-Centric Companies

Ginger Conlon blogs about eBay – Kip Knight’s take on 7 Habits :

  1. Time Employees are genuinely excited about spending time with customers.
  2. Management focus Top management is committed to customer-centricity.
  3. Organizational alignment The entire organization has to understand and invest in gathering and acting on customer feedback.
  4. Internal sharing and communication Departments share feedback and other customer information.
  5. Minimal internal corporate politics Knowing and acting on customer feedback must come before executives’ internal agendas.
  6. Well-defined consumer target The company has clear, data-based customer segments, and knows which customers it cares about most and why (e.g. customer value).
  7. Well-defined processes There must be a formal strategy for collecting and acting on customer feedback.

Source: http://www.1to1media.com/weblog/2007/08/ebays_kip_knight_on_customer_c.html#more

Customer Satisfaction –>> Business Profitability

In a previous post on this blog, there is a mention that pursuit & implementation of customer centricity leads to business profitability. Is this just a feeling or there metrics to correlate these?

Evidence Supports Customer Experience Drives Bottomline and Shareholder Success

By Dale Wolf

Claes Fornell, director of the University of Michigan’s American Customer Satisfaction Index has plenty of evidence to support the role of customer satisfaction in creating bottomline success. Customer satisfaction shows up faster than ever on a company’s bottom line and companies that score high ratings in the index beat the stock market as a whole.

Follow this link to get the answer.

Bhagvad Gita & Business Management

Drawing a connection between the Gita, You, Inc. & Customer Mania (am reading the last 2 currently).

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Karmanyeva adhikaraste ma phaleshu kadachana
Ma karmaphalahetur bhurma te sangostvakarmani.
“Thy business is with the action only, never with its fruits;
so let not the fruits of action be thy motive, nor be thou to inaction attached.”
— Gita: Chapter II-47.

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In You, Inc., Harry Beckwith makes a point about the dots & the lines. Urging readers to focus on a dot at a time w/o worrying too much about what line comes off the dots over a period of time. Only consideration for deciding on the dot being that it should result in learning & you giving your whole into pursuing it.

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In the Yum! Brand implementation of Customer Centricity, Ken Blanchard makes a mention of the fact that taking care of customers & employees was the primary focus of initiatives. Effort & resources were spent on this area. And profitability & shareholder returns were to be a by product of the primary focus areas.

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