Because EVERYONE in business cares and. . .
There is a Standard . . . Amazon
Amazon’s Keys to Customer Centricity
“Most companies do not get
past the “listen closely”
activity . . . Our goal is to
all that by changing our
customer’s expectations and
when we do that, we
“You, our customers,
completely drive our
The Challenge is . . . . INTERNAL.
Up to 80% of customer intelligence initiatives fail to meet
Why? It’s NOT the technology and usually, is not the raw output from customer
intelligence initiatives; key reasons include:3,4
Disagreement on or lack of enterprise strategy
Corporate cultures not built around customers
Insufficient domain knowledge
Lacking the right skills
The Customer Intelligence Challenge
Goal: Develop sustainable revenue so that Organization has
sufficient operating funds to grow and continue serving the
Increase membership and activity fees.
Increase corporate sponsorships.
The Customer Strategy