8. 8
“The single most important
this is to focus obsessively
on the customer.”
AMAZON CEO
JEFF BEZOS
9. Understand the Customer
9
Knowing your customer
means more than analyzing
data - it means getting out
there and working directly
with the people you serve.
10. 10
“You’ve gotta start with the
customer experience and work
backwards to the technology.”
APPLE FOUNDER
STEVE JOBS
13. Empower the Frontline
13
Customer-centric employees
support positive customer
experiences before and after
purchase that drive repeat business,
customer loyalty and profits.
14. 14
“If the metrics you are
looking at aren’t useful in
optimizing your strategy -
stop looking at them.”
MARK TWAIN
WRITER
15. Metrics that Matter
15
Organizations must invest
in their culture and employee
experience - and measure
accordingly - if they are serious
being customer-centric.
25. 6 Simple Ways to be More Customer-Centric
25
1. Get close and listen to the customer
2. Get close and really listen to the customer
3. Make evidence-based decisions
4. Prioritize people and give them what they
need
5. Make sure your metrics match your goals
6. Communicate openly and welcome feedback