YOUR ORGANIZATION'S CUSTOMER CENTRICITY:
LEARN MORE ABOUT YOUR ORGANIZATION'S JOURNEY
Level 3 is the third stage on our customer-centricity scale. Based on your responses, your organization is well on it's way to becoming customer-centric. Keep reading to see some potential obstacles your organization is likely facing and learn what you can do to improve.
CHARACTERISTICS OF A LEVEL 3 ORGANIZATION
Your organization has made solid progress on its journey to become customer-centric. Most people in the organization likely understand the importance of the customer. Senior leaders may make strong statements about valuing the customers and hold the rest of the organization to do so as well. Level 3 organizations are more likely to be market leaders, and sometimes, can get stuck in their comfort zones. Additionally, Level 3 organizations may only think of "customers" in the traditional sense, and neglect the other humans they serve, the employees.
IT'S COUNTER INTUITIVE
In a responsive organization, the biggest shift to become more customer-centric can come by broadening your view of the "customer." By thinking of the customer as "humans we serve," you can begin to place a greater importance on your employees. Level 3 organizations usually have strong leadership teams who have made the paying customer a priority. But to get to the next level, Level 3 organizations should focus internally on the employees tasked with carrying out senior leaders' directives.
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 and insights exist, but are not widely shared.
More intentional processes and systems would help with consistency
Missing the right tools or organizational structure to deliver
Innovation is largely based on competitors or tweaking what you've always done.
Financial acumen is strong, but not widely understood or long-term focused
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 organizations, 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