The customer is not your priority right now.

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You find your customer experience in a place shared by many businesses. While company messaging and philosophy are customer-centric, your culture doesn’t reflect those ideals right now. That doesn’t mean your company or culture is broken, it just means that your primary focus has been on products and profit for too long. Now is your opportunity to turn your attention to your customers and put them at the center of everything you do.

So, what is customer-centricity? Most simply, it’s a way of doing business. But, more deeply, it means that as an organization, no discussions, no decisions, and no designs are finalized without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her solve, and what value it will create and deliver for her. 

If you’re serious about building a customer-centric organization, you need to start building on a strong foundation. In her latest book Built to Win, CX Journey CEO Annette Franz gives leaders an unrivaled guide through the changes, commitments, and transformations needed to redesign your business around the customer in every way. Starting with the Four Inputs of Customer-Centricity, readers gain an understanding of how Leadership, Core Values, Employees, and Customers must work in unison to ingrain customer-centricity into your organization’s DNA.

What’s more, the book’s CX framework is built upon Annette’s 10 Key Principles:

  1. Culture is the foundation.
  2. Leadership, commitment, and alignment are critical to success.
  3. Employee experience: put your people first.
  4. People come before products.
  5. People come before profit.
  6. People come before metrics.
  7. Customer understanding is the cornerstone.
  8. Governance bridges organizational gaps.
  9. Outside-in thinking and doing versus inside-out thinking and doing are core.
  10. Treat people how they want to be treated.

With Built to Win and Annette Franz as your guide, customer-centricity can become more than a trendy concept that your business merely pays lip service to. Rather, it can become strategic, a source of radical innovation, a provocative competitive edge, and a sustainable source of revenue built upon personal relationships and a deep understanding of your customer. Is your organization ready to commit to customer-centricity?

To learn more about the actionable principles of customer-centricity, take a free look inside the new book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business from CX expert Annette Franz. If you would like to learn more about Annette and her experience and philosophy, pick up your copy of the book today. For information on working with Annette, reach out here.

For a collection of Annette’s latest customer-centric thoughts and insights, check out her media page.