{"id":4292,"date":"2019-09-20T13:28:04","date_gmt":"2019-09-20T12:28:04","guid":{"rendered":"http:\/\/whataboutthecustomer.com\/?p=4292"},"modified":"2019-09-20T13:28:08","modified_gmt":"2019-09-20T12:28:08","slug":"customer-centric-culture","status":"publish","type":"post","link":"https:\/\/whataboutthecustomer.com\/de\/2019\/customer-centric-culture\/","title":{"rendered":"Customer-centric Culture"},"content":{"rendered":"\n

Many business leaders tell us that creating a customer-centric culture is the biggest challenge on their path to customer centricity. In fact, our experience from our work with clients from a variety of industries and in various countries shows us that many organisations really struggle with that task. Our experience also teaches us that companies that master the task successfully are more profitable.<\/p>\n\n\n\n

But why is it so hard to have a customer-centric culture? What makes it so difficult is that a company needs to make smart decisions on as many as five levels to achieve their aim: <\/p>\n\n\n\n

  1. On a customer level: How to involve\ncustomers into the relevant aspects of value creation<\/li>
  2. On an employee level: how to achieve\nthe right customer-centric commitment and behaviour<\/li>
  3. On an intra-organisational level:\nhow to enable real company-wide collaboration with customers in mind<\/li>
  4. On an inter-organisational level:\nhow to ensure a customer-focused cooperation with partners<\/li>
  5. On an infrastructure level: which\nsystems and tools to use for the best effect<\/li><\/ol>\n\n\n\n

    Most\norganisations we observe focus on levels two and\/or level five of the list\nabove. The other three dimensions are often disregarded. Of course \u2013 while this\nis not sufficient \u2013 it is a good starting point.<\/p>\n\n\n\n

    A recent article in the Harvard Business Review recommends six steps that have the power to move an organisation\u2019s culture towards more customer centricity. You can find the article here<\/a>. For one of our previous blog posts on the importance and pre-requisites of a customer-centric culture click here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Creating a customer-centric culture is one of the biggest challenge on the path to customer centricity. Here are a few thoughts on how to get there.<\/p>\n","protected":false},"author":1,"featured_media":4293,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[56,59,101],"yoast_head":"\nCustomer-centric Culture | WATC Consulting AG<\/title>\n<meta name=\"description\" content=\"Creating a customer-centric culture is one of the biggest challenge on the path to customer centricity. 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