Generally speaking, leaders in customer excellence pursue all six pillars in some form or another. They may excel in one more than the other, and they may dial one up or down based on their immediate priorities, but they keep each in their sights as they transform. And even if they aren't making progress in one of the pillars today, they have prioritized plans and roadmaps to do so when the time is right.
Having an objective or being a client obsessed organization is a never-ending exercise. You don’t need to be exceptional at all of these things, but you need to be exceptional at things you deem most critical to your business.
We've offered some perspectives on how to begin building and strengthening each pillar. Nevertheless, there are "must haves" that apply to each that every organization must consider along with their customer-led transformation.
The leaders in customer service excellence know their customer needs better than anyone else. And not just those needs today, but what they’ll be one, five, or ten years down the road.
There is no checkered flag in the journey to becoming a customer-led organization. There is no winners’ circle or end-game trophy. Instead, transformation – digital or otherwise – is an ongoing journey that requires a business to be agile, innovative, and at peace with change.
We've taken a bird's eye view of the ways in organizations can become customer-led. Take the next step by contacting us.
And when you're ready,
let's do this.