Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Changing the company's DNA is not a journey for one person to undertake; this is an organization-wide effort.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Changing the company's DNA is not a journey for one person to undertake; this is an organization-wide effort.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33