How do you foster a customer-centric culture and mindset in your organization?

I believe that ethnographic research (product or service user observation) is an essential component of customer-centricity. In contrast to focus groups and online survey methodologies, user observation can help to uncover needs and wants that may not surface in other forms of market research. Also, it enables marketers to outline user archetypes that have common characteristics. It's insightful for market segmentation.

Consumer Centricity is the idea of centralizing all business decisions to the consumer. Consumer centricity allows businesses to connect with their consumers and operate to the best capabilities to achieve the consumers wants and needs. This is vital to all aspects of business operations as it builds a clear connection between you and the customer.

As a renewal sales, we need to understand customer strategy and need to define best solution for them and work closely with the different business unit. More you know better you sell.

As an APJC Incident Manager, we are our Customer's advocates while assisting and collaborating during an escalation. Our Team is mostly assigned to E1 incidents. For most of us, we are the Dell that our Customers sees and experiences during difficult situations. The reason I always capitalize 'Customer' is because they are the reason we exist. (Customer Centricity) IMHO, we are here to make it as simple as possible for our Customer's to reach appropriate resources, coordinate cross-functional teams, mitigate internal headwinds, articulate our Customers concerns and angst internally for clarity to all involved. Customer Centric - Being mindful that our Customers are at the center ... the reason for what we enjoy doing.

Before I joined the Incident Management team, I excelled in my role as a Customer Advocate supporting busy accounts in the metro NYC area. This role allowed me to participate in the customer's account from some early stages before implementation and support of the product(s). I witnessed how Customer centricity proves valuable to the experience from the customers perspective on multiple levels. A positive experience at every stage of a customer's journey not only builds a positive relationship with an organization; but it can help create the foundation for future experiences.

Focusing on customer needs is indeed important, but it is also important to create a system to feed these needs, with the data obtained we can design the services, to offer them to our customer, for this we all have to be aware that we are part of the chain. The data obtained should be freely accessible, so that each member of the chain can work to design the service, scope etc. As the project progresses, groups may have to be created to strengthen the winning project(s). In my experience, involving members of the chain makes us more involved, because it gives us the opportunity to talk with the customer and transform their words into something tangible that can help to develop our customer and our services.

I spent a number of years with EMC before coming to Dell, with most of my time being in the Field Service area as a CE, a SAM and an onsite resident. Although I was a "vendor", I was embedded with the customer and acted as the customer. I spent my time working through customer-specific issues, while serving a dual role. This experience has helped me in my current role as an Incident Manager because I understand and appreciate how the customer feels from a first-hand perspective.

Feedback: Me?a a satisfa??o (NPS, CSAT) e reten??o de clientes. Resolu??o de problemas: Analise o tempo de resposta e a qualidade do atendimento. Personaliza??o: Verifique se as solu??es s?o adaptadas às necessidades dos clientes. Processos internos: Avalie se sua equipe está alinhada para atender bem o cliente. Inova??o: Use o feedback para melhorar produtos e servi?os. Esses pontos ajudam a entender se a experiência do cliente está no centro das suas opera??es.

In my experience, you start by establishing a clear set of values and go beyond checking a box make sure the customer's needs are being met.

You have to collect feedback from our customer from the beginning. through the life cycle to ensure the customers needs are met and on the same page with the customer.

Some companies treat customer service as a one-time problem-solving transaction, making customers feel like mere issues. However, champions like Harley-Davidson and Zappos build lasting relationships with customers. MULTIPLE SERVICE CHANNELS: They offer various ways to reach customer service, ensuring quick resolutions. NO MORE SCRIPTS: Their reps are flexible and treat customers as unique individuals. SURPRISE AND DELIGHT: They empower reps to offer unexpected bonuses, like discounts or handwritten notes, fostering fierce loyalty. So, assess your customer service. Shift to surprising and delighting customers for lasting loyalty.

Aligning processes is important. We should do a checks and balances every quarter to ensure our processes are following the needs of the business. We should create tiger teams to better optimize what is in place and add or delete processes that are needed or no longer work.

Aligning my views, experiences, and education with the customer perspectives is key when working with them either directly or indirectly. Coming to the table with my best hand in this card game can surely help create the best scenario and offer the customer a winning hand. I have to realize that I am not the customer, but I can empathize with the situation at hand and put myself into their shoes to better understand the situation.

Providing efficient resources and training for your employees allows then to operate more efficiently with customers. Incentives and recognition of progress in this field will further enhance the employees understanding of how important this is and in turn, will strive to create greater experiences for the customer.

Empowering your employees is simple. Trust them, trust they are professionals that care for the end users, allow them to use the teams within Dell to fix issues and allow new products be marketed in new ways that we can support. When we are open to possibilities, we see gains in more areas within Dell.

In my experience, you have collect feedback from customer from the beginning, during and end of journey to ensure the customers needs are met and on the same page with the customer. Setup check points/pulse checks wit customer.

In my experience, to improve the Customer-centricity it is important to put in place some tools to collect and meet the data to create profile to help us to identify the most important needs customers have. Creating groups to develop the ideas would be necessary.

To measure and improve your customer centricity it is vital to view this operation as a progressive journey rather than a one and done task. Measuring your customer centricity is an ongoing process, not just at the end. Improving your customer centricity involves obtaining feedback on a regular basis from customers and in turn, utilizing this information to improve customer centricity to the best of your ability.

B2B marketers of complex products or services, in particular, can benefit from a greater awareness of customer decision makers and influencers that actively participate in buying committees. Understanding the preferences and individual bias of these different stakeholders is essential to the development and execution of a customer-centric culture.

Customer appreciate a customized relation, where both account management and technical skills cross each other. this empowers to validate opportunities and solve issues. having technical contacts, in a proactive way, can also benefit a tech refresh turaround

In my experience, the customer is flooded with options that they may not understand or appreciate. It's my job to help the customer understand and navigate these options and the processes in order to guide them to a successful outcome without it being overly complicated. Speaking to a customer in a robotic or scripted manner is likely not the best way to resolve the issue at hand and coming into the situation with an empathetic voice in a time of need is certainly going to impact the customer positively. A happy customer is one that comes back again and again.