Customer-focused Culture Why  ▪  What  ▪  How  ▪  Examples     Customer-focused culture helps steer the business ship in the right direction. VadiK Inventor Author Founder There are millions of ways to tell customers, 'I love you!' ~ Vadim Kotelnikov       Passion for customers is the first step – in the right direction! – in achieving your business goals. Love for customers is springhead of the cascade of innovations and the river of revenues. Love breeds Love. Love your customers and they will love you back.     Customer Focus A customer focus – as opposed to "customer driven" or "market driven", – both internal and external, implies that you don't just respond to what customers say they need and want, but you apply your own body of knowledge acquired from years of experience and study, in addition to your best knowledge of the customer, to deliver a product or service that will exceed customer expectations, satisfy their emotional need, achieve delighted customers and lead to customer success... More   Customer Value Management 6Ws of CVM Customer Focus: Best Practices Customer Focus: Breakthrough Approaches Coaching by Example UX Innovator   Slides   Customer Success 360   Notes You’ve got to start with the customer experience and work backward for the design and the technology. Steve Jobs Apple All of Dell's experimenting and questioning and learning is done in pursuit of one goal: finding the next frontier of value that we can create for our customers. Michael Dell< We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos Amazon     Charles Schwab "I can't overemphasize that we have the right kind of client-relationship people who really have the interests of the client at hand first – not second, but first. We are willing to risk short-term revenue to do the right thing for the customer and ensure long-term success." ~ Charles Schwab       Customer Value Management (CVM) Strive to exceed customer expectations. "The job can't be finished only improved to please the customer," said Edward Deming... More   6Ws of CVM Coaching by Example UX Innovator   In U.S., customer is the king. In Japan, customer is the god. To me, customer is a beloved friend I want and strive to make happier. VadiK Inventor Author Founder   Innovation is about creating greater customer value. It is about love ‒ love what you do and love your customers. Don't be a seller, be a helper ‒ help your customers grow and shine. Seek customer feedback and treat articulated customer dissatisfaction as an entrepreneurial opportunity for value innovation.     Customer Partnership Customer partnership is more than "putting customers first", or finding mutually satisfactory solutions to shared problems, or a dedication to excellence in every sale or service encounter... More   Co-innovate with Customers and Suppliers Innovative Value     Gain Sharing Gain Sharing helps ingrain customer-driven innovation in corporate culture and operations... More   Benefits of Gain Sharing     How To Make Customer Service and Essential Part of Your Corporate Culture Demonstrate continuously to your employees that in your company's order of priorities, customer service comes before all else. Gain a real-world view of the issues in customer relationships: empower employees to identify customers' true needs; engage not only front-line customer service people in this continuous research and field contact with customers but all your staff, including CEO Provide for customer input to be heard simultaneously throughout your organization, by all its key functions and departments. Develop system for collecting customer satisfaction data and measuring customers' perception of the value created by your organization. Relay information concerning customer expectations to those responsible for value creation. Customer-focused TQM Total Quality Management (TQM) activities shifted their emphasis from maintaining quality throughout the production process to building quality into the customer value created by the firm... More       Customer Satisfaction Customer satisfaction is a critical component of your sustainable profitability and growth. To make make customer service an essential part of your corporate culture and produce empowered and motivated employees who are committed to ever higher standards of customer service and satisfaction you must demonstrate continuously that in your company's order of priorities, customer service comes before all else.       You must develop a system for collecting customer satisfaction data and relaying this information to those responsible for value innovation, and develop a system that rewards people for building and maintaining customer relationships... More       How to use this information ① "Adapt what is useful, reject what is useless, and add what is specifically your own." ~ Bruce Lee ② Sleep on this information – your powerful superconscious mind will tell you how to use it when you wake up   Customer Value Journey Keep learning forward. If you strop learning, you stop creating history and become history. VadiK Inventor Author Founder Slides   Customer Success 360   Notes