Tag: Customer Centricity

Marketing

The Role of Marketing in Scaling a Small Business using Customer Centricity

One way that small businesses can continue to be not only relevant but in some ways even compete (or out-compete the large competitors) is through obsessing about their customers and creating meaningful experiences for them. Marketing can play a very important role in this journey by not only knowing who the customer is for their product or service but also ensuring that the entire organisation knows about it as well. This shared understanding enables everyone in the organisation to align and find ways to make a difference in the lives of the customers. – The product development team now knows […]

Marketing

Customer Awareness and Customer Care

A recent post by Bernadette Jiwa made me think about the difference between Customer Support, Customer Satisfaction and customer awareness/care. The post articulates the importance and difference between both categories, which I completely agree and wanted to bring in my perspectives on the same. Both customer satisfaction and customer support are targeted towards customers who are vocal about what they think and feel about the product or the company. A small subset of this are customer who are vocal because they care and want the business or the product to get better. All others in this set of customers are people […]

Leadership

7 Lessons for CEO’s from Aam Aadmi Party’s Revival in Delhi

In a remarkable feat, upstart political party – Aam Aadmi Party, consisting of non-political contestants swept across the elections for the Delhi Assembly poll. People across the nation had expected them to put a decent fight but not many expected them to win 67 of the 70 assembly seats. What makes this feat even more remarkable is that they did this after suffering a humiliating defeat during the national lok sabha elections that concluded less than a year ago. In my opinion, there are a lot of lessons for CEO and business owners if they understand the way this party transformed […]

Podcast

PBTO4: Getting Hooked On Customers With Bob Thompson

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http://traffic.libsyn.com/pushingbeyondtheobvious/04_PBTO4__Getting_Hooked_on_Customers_with_Bob_Thompson.mp3Podcast: Play in new window | DownloadSubscribe: Email | RSSWelcome to episode number 4 of “Pushing Beyond the Obvious”. In this episode, we have with us Bob Thompson, CEO & editor of www.customerThink.com, the biggest online community about customers and customer centricity. Bob has recently released his book #HookedOnCustomers. We shall talk to him today about what does customer centricity mean and everything that goes along with it. We talk about The fact that most customer centric organizations are such, because their operational fabric is such that they do listen to their customers and act upon it and this is […]

Customer Engagement, Leadership, Strategy, transformation

Three Conversations that Help you Remain Customer Centric

In a blog post, Eric  Barker shares the insights from Harvard Business School professor Gautam Mukunda, author of Indispensable: When Leaders Really Matter and list down “Denial”, “Hubris” and inflated “Egos” as some of the most common mistakes leaders do. The post also talks about some good advice that leaders can do well to heed to. I think that leaders need to create and keep an open line of communication to three kinds of people to stay grounded to reality. Frontline staff: Regularly engage your front line employees who sell/service your customer for a frank and open conversation. Keep these conversations open […]