Tag: Customer Centricity

Leadership

Failure happens. What can we learn from it?

In this comic drawn by Michael Meier, Sanjay Khosla, a senior fellow and adjunct professor at the Kellogg School, lays out lessons that you can take away from five common leadership failures. Below is the comic strip. Conclusion: In conclusion, I am reminded of something that I once shared with my team: “If you are not making mistakes, you aren’t pushing boundaries and so not growing. If you are making the same mistakes, you are not learning and so not growing” Mukesh gupta

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

Podcast: Play in new window | Download

Subscribe: Email | RSS

Welcome 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 not part of a special program or a project. […]