Customer centric companies consistently outpace their competitors on the market. They truly put the customer as the focal point of their business. They are committed to enhance customers’ experience, deepen intimacy, boost engagement, and strengthen trust.
This enables them to expand their customer base, grow their share of wallet, and increase customer loyalty and advocacy.
Assess how customer centric is your organization across marketing, sales and support against a comprehensive set of customer centricity best practices. Uncover areas of improvement and actual barriers. Leverage these insights to identify initiatives that implement best practices while removing prevalent impediments. Build a customer centricity program with the most relevant initiatives with associated metrics to track intended results.
Successful organizational change requires the building of agreement among stakeholders about why the problem exists, what it really is, who is part of it, and how to address it.
Applying a systemic approach enables the creation of truly effective solutions with a high buy-in by taking a holistic, pluralist, and critical view of the issue and its resolution.
Integrate stakeholders contrasting perspectives about the relevant factors, causal links and feedback loops in a model that represents the dynamics of the issue. Make them reflect on judgment bias derived from empirical observations and personal values. Gain buy-in on where to intervene in the system to bring a positive change. Address the objections and fears of the change’s consequences. Identify the barriers to the proposed change and how to overcome them.
Organizations are dynamic systems whose overall behavior depends on the structure resulting from all interconnections, interrelations, and interdependencies between numerous actors and factors.
Systems Thinking enables the improvement of the dynamics of an organization by explaining why things are what they are and identifying how to change things to produce effective and enduring results.
Understand the emerging behavior of an organizational system by revealing the underlying closed-loop causal relationships between its parts. Identify the real causes of the problem by recognizing patterns of behavior. Find leverage places where an intervention will positively change the overall dynamics. Validate that these changes will address the issue by producing the expected results without adverse consequences.
Leadership requires the mastery of 4 capabilities: envisioning by setting a future to pursue together; empowering by enabling people to act individually; facilitating by helping people to act collectively; and campaigning by creating the personal desire to act.
Systems thinking develops these capacities through understanding the overall dynamics, integrating different mental models, and reflecting on the cognitive biases associated with observations and values.
Develop a holistic view of the emergent behavior of the market and the organization. Bring together different perspectives about the situation, context, stakeholders, and changes. Raise awareness of limitations of views and judgments induced by the fragmented, incomplete, and partial of any perception.