Like a well-written elevator speech, Denise Lee Yohn discusses how to implement a customer-centric operating model. She promotes cultivating a culture that embraces a customer-focused mindset and values.
Beyond “a customer is always right,” customer centricity is about identifying your most valuable customers and then organizing and operating around them.
Source: SmartBrief, July 9, 2019. Link. Yohn share three ways to cultivate a customer-centric organizational culture:
- Hire for customer orientation
- Connect employees to customers directly
- Tie employee compensation to customer results
INSIGHTS: Whether your organization has three employees or 3,000, elements of Yohn’s assertions apply. Your best customers may not be the top-line dollar customers, however.