Customer obsessed culture is critical
Naomi Simson
B.Comm GAICD Non Exec Director, Entrepreneur, Business Owner, Keynote Speaker, Author
Why building a customer-obsessed culture is more critical than ever...
Being a business owner at the best of times can be difficult, but right now it can be more challenging than ever to ‘stay in control’. Some are in hypergrowth as consumer sentiment changes, while others are deeply affected by continued lockdowns and restrictions,? impacting daily operations, revenue streams and growth plans.?
The uncertain environment raises many questions: How long will this continue? How is this impacting my business’? growth trajectory? And when will confidence increase and customers return?.?
Businesses know they must act, but with so many competing priorities it's difficult to know where to start.?
That’s why Airwallex and I have come together with valuable and insightful content, ideas and resources to support your business during this challenging time.??
In this charged environment, we can easily find ourselves obsessing over the latest news (cue ‘doom scrolling’), our competitors or other factors outside our influence.??
So what’s the alternative? Instead, we should focus on the areas of business we can control – our customers. .
Customers are the lifeblood of any business. Understanding how their tastes, needs and aspirations change will ultimately determine future success. Often it is called the 'customer experience '.
However, with so much going on, creating a customer-obsessed culture can seem challenging, especially during times of uncertainty.
Customer obsession goes beyond your ‘Net Promoter Score ’ (NPS) or any survey tool. It is more complex than your customer retention or return rate. At its core, customer obsession puts the customer at the heart of everything your business does –?it’s a state of hyperfocus, where the customer’s needs are prioritised in every business decision.
Having advised many business owners over many years, I’ve been fortunate enough to observe the shared principles and behaviours of successful leaders.?
With these insights, I sat down with Brendan Connaughton, Growth Marketing at Airwallex, to share how I approach customer obsession and some additional templates?and resources to help you do the same. You can watch our discussion and view the guides here .?
Being customer-first has never been more important, or more difficult for businesses. However, times of uncertainty often inspire our best thinking and adaptability! I hope these guides help you take steps towards building a customer-obsessed culture. And in case you missed my webinar with SmartCompany on building a growth-mindset, you can watch it here .?
Over the coming weeks, I’ll be sharing more in-depth interviews with the Airwallex team on topics like building cash flow confidence and how to grow and retain top talent, so keep an eye out for more practical guidance and resources.?
Do share your thoughts –?what are you seeing in your own business and industry right now? I want to hear from you and help where I can. It’s more important now than ever that entrepreneurs work together.
Perhaps take 5 minutes to listen to my podcast extra today when I share how to take control of your business when you are not in control.
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About Naomi Simson
Naomi Simson ?entrepreneur founded?RedBalloon ?in 2001. She has been blogging for a decade at?NaomiSimson.com , is a?professional speaker , author of?Live What You Love ?&?Ready To Soar ,?leading business podcaster ?and a “Shark” on business reality show?Shark Tank Australia.
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Top Voice in AI | CIO at TetraNoodle | Proven & Personalized Business Growth With AI | AI keynote speaker | 4x patents in AI/ML | 2x author | Travel lover ??
3 年A customer obsessed culture is one that focuses on its customers. This culture produces real long-term result for both the customer and the business. In a customer obsessed culture everything matters, yet nothing matters when it comes to the success of your business and your clients. Things like prices, products, and services all come second to the importance of a focused customer-centric culture. Naomi Simson Thanks for sharing. This is insightful.