Reflecting back on my career I can appreciate the value of a customer centric organization. Not only are customer centric organizations aligned around the customer, but they typically embolden the employee with value and the ability to make decisions.
Successful organizations are those that embrace business as an ongoing conversation that involves customers, employees and a larger ecosystem. Think of successful business as a conference room where management sits at the head of the table, customers on one side and employees on the other. The dialog must be chaperoned by all parties with listening and development of dialog constantly at the core. The ecosystem enters from time to time in the form of external speakers who discuss larger topics pertinent to the business.
Sure the conference room changes over time as do the players, but the conversation must always be ongoing and open. It is like being on a trip and exploring local establishments including restaurants, shops, and even people’s homes. It is a journey of collaboration, communication and life.
Is your customer experience a journey?