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Why do so many organizations struggle to become truly customer-centric?

Why do so many organizations struggle to become truly customer-centric?

February 06, 2022

I’m going to do a bit of “Q&A” today.First question…QUESTION: Why do so many organizations struggle to become truly customer centric?

Production line thinking passed its sell-by date?

ANSWER: They are using an out of date mindset. The thinking is borrowed from the industrial age when optimising production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness and elimination of waste. Does that feel familiar? Next question…

QUESTION: What is (probably) the biggest hurdle to overcome on the way to becoming Outside-In?

Hurdles to Outside-In thinking

ANSWER: It is getting passed this industrial age mindset and all the things that come with it… our reward structures… our approach to employee engagement… the processes and systems…Alright, one more…

QUESTION: If listening to the customer is so important what is ‘best practice’?

Do you really understand customer needs?

ANSWER: Often times many companies are trying to drive forward by only looking in the rear view mirror. That is listening to subjective perceptual feedback, rather than at every interaction 100% of the time.

The GOOD news is…In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit.You can get the full scoop and preview here: https://bit.ly/GCCACXPCheers for now!Steve

PS. We have got to get more scientific about the customer experience!I have just done a 3-minute explainer video for Outside-In – see it here: https://bit.ly/OIDifferenceStep #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021nowStep #2 – Get The Training:

Certified Outside-In Master® | https://bit.ly/COIM2021

Certified Process Professional Master® | https://bit.ly/CPPM21

The post Why do so many organizations struggle to become truly customer-centric? first appeared on CX Obsession - for Process & Experience Professionals.

The post Why do so many organizations struggle to become truly customer-centric? appeared first on CX Obsession - for Process & Experience Professionals.