Customer-centricity is increasingly being viewed by leaders as a strategic priority. Based on employee feedback from the PeopleMetrics 2011 Employee Engagement Trends report, this four-part series examines the seven practices that differentiate a customer-centric from a company-centric company.
Archive for the ‘Business Strategy’ Category
Seven Practices of a Customer-Centric Organization: Introduction
Monday, February 13th, 2012If Insight Falls in a Forest of Data, Does Anybody Hear it?
Tuesday, January 24th, 2012
In a report titled, “The Digital Universe Decade – Are You Ready?” EMC stated that in 2010 alone, 1.2 zettabytes of digital information was created. This is equal to: (more…)
How Customer Feedback Can Help Create Meaningful Differentiation
Tuesday, December 6th, 2011
“The truth of the matter is, true differentiation – sustainable differentiation – is rarely a function of well-roundedness;” writes Harvard professor Youngme Moon, “it is typically a function of lopsidedness.” (Different: Escaping the Competitive Herd). Youngme Moon illustrates this with stories about IKEA – a throwaway brand in a traditionally permanent industry, Dove – using pictures of average women in a traditionally photoshopped, airbrushed industry, and Google – creating a stripped down search interface in an industry cramming search pages with every button and pop-up imaginable. And while we all understand intuitively the answer to the question “Why do these brands work?,” it becomes much more difficult to answer this question about ourselves.
Employee Engagement: Helping Employees Find Meaning on the Job
Tuesday, November 1st, 2011For decades, it was assumed that employees were motivated only by extrinsic factors such as pay, resources, and health plans. While those traditional benefits are certainly still a motivating factor for most workers, more and more research is showing that employee engagement also has a lot to do with how people feel at work.
What Social Media Means for your Voice of the Customer Strategy
Monday, September 26th, 2011
Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.