"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else". In today’s competitive environment, customer centricity is not aspirational – it’s essential. Here are 10 tips to create a customer centric organisation.

1. 10 steps to a
customer centric
organisation
A publication of
We
Customers

2. There is only one boss. The customer.
And he can fire everybody in the
company from the chairman on down,
simply by spending his money
somewhere else.
- Sam Walton

3. In today’s competitive environment,
customer centricity is not aspirational –
it’s essential.
Why customer centricity?

4. … but you know that, don’t you?

5. It’s just … it’s not easy.

6. … but if it were easy

7. … but if it were easy
Everyone would be doing it well.

8. Don’t despair.

9. Don’t despair.

10. With the right tools,
program and support…

11. Any organisation
can get there

12. Any organisation
can get there

13. So let’s get started…

14. Here are 10 tips to create a
customer centric organisation

15. 1. Have a clear,
customer-
centred vision
with top down
support

16. 2. Make every business
decision in alignment with
this vision

17. 3. Know what
customers want,
because you ask them

18. 4. Tailor products/services to
what customers want Photographer: Harry Rubenstein Photo ID: 5780PB12F4C

19. 5. Meet customer
expectations with every
interaction

20. 6. Regularly measure
customer satisfaction and
change accordingly

21. 7. Clearly communicate the
importance of customer
centric behaviour to every
employee

22. 8. Measure and reward
customer centric performance

23. 9. Employ and
promote people
who support
customer
centricity

24. 10. Expect suppliers and
partners to model customer
centric behaviours U.S. Air Force photo/ Staff Sgt. Stephany D. Richards

25. Learn more
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Customer
Centricity, The Key
to a Sustainable
Future