Is Customer-Driven Process Cyclical―or a Lasting Change?

Posted by Dick Lee on September 15, 2010

1 comments | 1329 reads

I’ve read some comments recently on Linkedin saying, in effect, “Okay, we’ve gone through the “giving customers what they want,” phase, now it’s time to return to normal business.”

Five years from now, are customers going to be as or more empowered – and why? Or are we slipping back already towards renewed focus on realizing company profits before turning eyes towards customers – and why?

Making the wrong assumption here will wind up killing a raft of companies. However, all the data available to support this judgment is “rear view mirror” stuff. And to make matters worse, most economists never get down to customer sentiment and emotion levels – despite common agreement that consumers drive 70% + of our economy. Are you ready to wrap your brain around this question and make a projection that could decide your company’s fate? Or is your C-level executive team ready to cope with this issue?

Republished with author's permission from original post by Dick Lee.

Dick Lee

Consultant, author and educator Dick Lee, founded High-Yield Methods in 1994. HYM helps clients build customer-centric organizations with process design, organizational design and enabling technology. Please visit Dick's Linkedin group Building the Customer-Centric Organization. For more information visit www.h-ym.com.

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Ray Brown

September 19, 2010

Is the customer driving

Hi Dick As always there is always a lot of "noise" around most significant change in business. I think the smart guys just get on with it and do it, think Branson, Hsieh, Jobs. I firmly believe that we may see a change in smaller businesses sooner than big businesses. They have less silo issues, they often have a leader with lots of executive control and they have fewer customers to think about. We're getting great results in accounting firms using the Clienteer concept. In essence all we are doing is encouraging these guys to speak to their customers then feed the results back into their businesses. The conversations and insights have been great and the internal response from staff has been equally positive, often of the "I have been telling the boss that for years" type. I'm becoming more and more certain that using a person, department or new team to act as a conduit for these "customer understanding/listening" conversations is essential to gathering the necessary insights that can drive the necessary customer driven process improvements in the business.

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