“That which we persist in doing becomes easier for us to do. Not that the nature of the thing itself has changed but our power to do it is increased.“
– Ralph Waldo Emerson –
Emerson on Persistence
Amazon executives on same page wrt Customer Centricity
While talking about corporate creativity, Amazon CTO Werner Vogels mentions about Amazon wanting to be the world’s most customer centric company. The same theme can be read & heard in quite a few of Bezos’ interviews as well.
Note that the Amazon executive team seems to be on the same page wrt their overarching goal. Once this is clear, as Vogels mentions, all other decisions become more abvious & actions that much easier.
Other posting on the subject:
Just checking again …
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Checking out options for posting blog through mail. This one with a snap.
Cheers
Shub
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Was posted through a mail. Works just fine. Cool!
Recognize the unmeasurables
Check out this article by Jim Barnes on CustomerThink. I would guess that the article will strike a chord in most customer focus practitioners. My takeaways from the article –
- We need some way to measure, capture and observe the softer elements of performance, those that involve how well employees interact with customers and how they influence the quality of the customer experience.
- Organizations will increasingly have to ask: What kind of performance drives loyalty and positive customer relationships? And how do we encourage such performance?
- Customer-tracking research and feedback must include questions that tap into how friendly, helpful and understanding employees are in dealing with customers; how they do at making customers feel comfortable and listened to; how well they instill trust and confidence in our brand, how well they diffuse confrontational situations, and over all how they make customers feel toward the company.