Are you leveraging your complaints? A checklist.
This list ensures that you value the complaint management process as an inherent part of your organisation’s capability to listen, share, and react to customer information. If you are not listening to your customers when they complain, you are disregarding a valuable source of information and opportunity for improvement.
Organizational Information Management Processes. An overview
An organisation’s ability to be customer-centered is rooted in its ability to manage information. Customer centric companies are able to manage 4 information processes well: (1) gather information about its customers, (2) translate that information into usable insights, (3) share those insights throughout the organisation, and lastly (4) react to those insights.
Is your organization one of the 3 archetypes of unbalanced customer-centricity?
An organization can only become fully customer-centered when they are able to (1) capture, (2) spread, and (3) act on customer information. However, we frequently see organizations perform 1 or 2 activities well, and fall short on the rest. This creates 3 distinct archetypes of unbalanced organizations from a customer-centricity perspective.
How customer-centered leaders set the tone
The behavior of leaders is crucial to achieve a customer-centered culture. The actions that leaders take tend to be more important than the words they say. This article provides examples of international leaders and how they keep the customer top-of-mind.