Building a customer-centric organization will comprise: mapping the customer journey and life cycle; incorporating customer feedback into processes and behaviours of our marketing and sales team personnel; refining operating model to enable customer centricity; aligning technologies and processes to support and drive customer engagement, integrating contrasting business unit cultures; and transforming culture from top to bottom.
Here’s what Howard D. Schultz, chairman and CEO of Starbucks, has to say:
WHAT DO YOU THINK?
Let me know in the comments section.
In this ongoing series #GreatMinds on my blog, I am shining a spotlight on the important ideas that some very successful people keep talking about in their public life.