How do you become customer-centric?
To become customer-centric, put a shared, complete view of each customer in front of every team, listen continuously through feedback and support data, measure what customers value such as effort and outcomes, give front-line staff authority to fix problems, involve customers in product decisions, and close the loop by telling them what changed.
Eight habits
- One customer view shared by support, sales, success and product.
- Always-on listening from tickets, calls, reviews and usage.
- Customer metrics in leadership reviews, such as CSAT, effort and retention.
- Empowered front line that can issue credits or escalate without layers of approval.
- Product decisions linked to customer evidence, like the number of accounts affected by a bug.
- Close the loop when you fix what customers reported.
- Hire and reward for customer outcomes, not just speed.
- Remove internal silos so customers never repeat themselves.
