Cultivate a strong customercentric culture within your organization from "summary" of Selling the Invisible by Harry Beckwith
To succeed in today's competitive marketplace, businesses must prioritize the needs and preferences of their customers above all else. This requires more than just offering a quality product or service - it demands a fundamental shift in the way a company operates. By fostering a customer-centric culture within your organization, you can create an environment where every decision, action, and interaction is guided by the desire to meet and exceed customer expectations.
A customer-centric culture starts at the top, with leadership setting the tone and expectations for how employees should prioritize customer needs. This means not only providing the necessary resources and support for employees to deliver exceptional customer service but also modeling the behavior and attitudes that reflect a true commitment to customer satisfaction. When employees see their leaders consistently putting the customer first, they are more likely to follow suit in their own interactions.
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