Satisfaction by Chris Denove & James D. Power IV is an excellent primer on customer satisfaction. “There is a financial link between satisfaction and profits…understanding the difference between satisfaction and advocacy…developing an infrastructure built around the voice of the customer”
Customer centric is not some cute catchphrase. The success of an enterprise is directly related to the customer focus through the organization. All process, products, and service should be created from the customer perspective. The need that must be addressed is the customer’s not the organization. This is very difficult concept to grasp. In a restaurant, the chef, the server’s, the accounting department, all have different responsibilities which they are attempting to accomplish. They make their processes easier for themselves without taking into account how it impacts the patrons.
Customer advocacy will only come about when the customer centric focus is interwoven into the fabric of the enterprise.
