WSL: Costruire una Cultura Customer First

AICEX: Quando ti dicono che è in corso un progetto per avere una azienda Customer Centric e tu chiedi “ma i vostri dipendenti sono felici?” talvolta ti guardano come se avessi chiesto una cosa fuori tema. E così capisci che devi iniziare a spiegare che i primi clienti dell’azienda sono proprio i dipendenti.

CMOs can help their organizations create a customer centric environment by focusing on four attributes: collective vision, outside-in orientation, innovation, and shared values.

In today’s hyperconnected world, consumers have more choices than ever—and they often decide in a matter of seconds whether to do business with a brand. At the same time, the commerce model has changed dramatically. Gone are the days when brands’ relationships with customers developed through brick-and-mortar stores, one-on-one conversations, or trusted agents. Today, many consumers want to build relationships on their own terms, which can make it challenging for brands to create a customer experience (CX) that consistently delivers on their brand promise.

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La tua azienda è customer-centrica?

NOTA AICEX: esploriamo insieme cosa significa customer-centricity quando la maggior parte dell’interazione avviene lontano dal customer service tradizionale.

Southwest Airlines

 

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos.

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