Here is How to Get Your Organization to Be More Customer-Centric [Video]

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s.

By marginal improvement, we mean it went up four points. That’s right, four.

This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly.

Our discussion in this episode revolves around four key customer-centricity levels: Naive, Transactional, Enlightened, and Natural. These stages represent an organization’s maturity in focusing on customers, from the least to the most advanced.

1. Naive Organizations focus internally and lack regard for customer needs, often viewing the customer as secondary to operational goals.
2. Transactional Organizations acknowledge the importance of the customer but treat interactions as isolated transactions, usually emphasizing efficiency over empathy.
3. Enlightened Organizations offer a more cohesive and emotionally engaging experience, understanding that customers seek meaningful interactions.
4. NaturalOrganizations are the pinnacle of customer-centricity, with cultures that fully align employee and customer experiences. These companies …