YOUR ORGANIZATION'S CUSTOMER CENTRICITY:
LEARN MORE ABOUT YOUR ORGANIZATION'S JOURNEY
Level 2 is the second stage of three on our customer-centricity scale. Based on your responses, your organization has begun to take steps towards becoming customer-centric, but you've still got a ways to go. Keep reading to see some potential obstacles your organization is likely facing and learn what you can do to improve.
CHARACTERISTICS OF A LEVEL 2 ORGANIZATION
Your organization has taken some early steps to become customer-centric, and you've got a lot of room to grow. Many people in the organization understand the importance of the customer. Senior leaders truly value the customer and want to do right by her. In an engaged organization, customers may be one of the top priorities, but there are still many internal obstacles preventing you and your team from providing consistently great experiences.
USING THE RIGHT TOOLS, SYSTEMS & PROCESSES
In an Level 2 organization, a customer-centric mindset may exist. When things are going well, leaders and employees genuinely want to do right by the customer as their highest priority. But when the going gets tough, leaders may tend to focus on financial goals more than what's right by the customer. To create more consistent customer-centric experiences, the right tools and processes are likely missing. You may deliver flashes of brilliance for the customer, but consistency from touch-point to touch-point may be lacking.
Here are five business areas where customer-centric organizations excel. Below, we've provided a likely look into your organization's current state, paired with high level strategies to help you take the next step to improve.
Data exists, but is not consistently used for decision making.
Mix of fixed vs. growth mindset in your teams
Missing the right tools or organizational structure to deliver
Your organization creates some original experiences, but innovation is likely not a key driver in your culture
Financial acumen is lacking.
Based on your quiz results, here are some next steps we might recommend for you and your organization.
GET YOUR SENIOR LEADERSHIP TEAM ALIGNED
To truly see behaviors and future decisions change in your organization, it may take an experience transformation. And for sustained change, it won’t come overnight. It’s certainly possible, but not easy.
Many organizations have pulled off these types transformations before -- with the right processes and commitment. We’ve led these types of successful transformations before, with organizations just like yours.
The first step in any experience transformation is to get senior leadership aligned on what success looks like. Click the icon to learn our most effective tactics for getting leadership on the same page.
START SMALL, ONE PROJECT AT A TIME
Is your leadership team typically skeptical of outside help? Is there a project you need to complete quickly that needs a customer-centric approach?
You may need a quick-win, but not just any quick-win. A quick-win with lasting positive impact. Luckily for you, we’ve combined best-practices we used at the Walt Disney Company with best-practices from Google and other customer-centric leaders to create a way for you to quickly build new ideas and validate them with your customers.
Sounds interesting? Click the icon to see if the project you’re working on now can benefit from a new approach.
IMPROVE YOUR OWN SKILLS IN THE MEANTIME
One of the best ways to help your organization become more customer-centric is to become a leader and improve your own skills.
You can set the example for those around you by upping your own game, learning from leaders in other industries and bringing new insights into your organization.
Ready to kickstart your own personal learning journey? Click the icon to learn from the best in business