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Five More (of Ten) Foundational Principles of a Customer-Centric Organization

Five More (of Ten) Foundational Principles of a Customer-Centric Organization

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
Five More (of Ten) Foundational Principles of a Customer-Centric Organization

Five (of Ten) Foundational Principles of a Customer-Centric Organization

Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it...
Customer-Centric Culture Means Employees First

Customer-Centric Culture Means Employees First

My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...