YOUR ORGANIZATION TYPE:
LEARN MORE ABOUT YOUR ORGANIZATION'S JOURNEY
Level 1 is the first stage of three on our customer-centricity scale. Based on your responses, your organization is just getting started on it's journey towards becoming customer centric, and you've got a long way 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 RESPONSIVE ORGANIZATION
Your organization is early in it’s journey to become customer-centric. A few people in the organization may understand the importance of the customer. Senior leaders may even make statements about valuing the customers. In a responsive organization, customers may be one of many priorities, but they are not the top priority.
STARTS WITH MINDSET
In a Level 1 organization, the biggest shift can come with alignment. Usually, employees are not completely aligned with senior leadership. Senior leaders may make decisions that impact the customers, but are disconnected from the front lines to feel the emotions from customers. Changes are likely reactionary, and may be made based on loud customers, not from comprehensive data collection. Decisions may be based primarily on financial goals, return to shareholders, or even based on playing catch-up with competitors.
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.
Understanding of your customers is rudimentary.
"Privilege to work here" mentality
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 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 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