The use of Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.
As customer expectation continue to evolve – accelerated by the amplifying forces of interconnectivity and technology – markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the customer experience across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.
The Age of the Customer now calls for companies to be a customer-centric company. Successful ones have discovered that building a customer-centric company depends, first and foremost, on building a Customer-centric Culture.
This framework focuses on the building a Customer-centric Culture utilizing the Corporate Culture Framework. The Corporate Culture Framework is anchored on 4 Primary Cultural Attributes and 4 Secondary Cultural Attributes.
The 4 primary Cultural Attributes are critical in building a Customer-centric Culture.
1. Collective Focus
2. External Orientation
3. Change and Innovation
4. Shared Beliefs
Customer-centric organizations also project 4 secondary Cultural Attributes.
1. Risk and Governance
2. Courage
3. Commitment
4. Inclusion
Companies with a Customer-centric Culture can drive superior financial results and a rich source of competitive advantage.
This deck also includes slide templates for you to use in your own business presentations.
This PPT provides a comprehensive diagnostic tool to guide leaders in their culture change initiatives. It evaluates existing culture, identifies misalignments, and measures emotional connectedness between the organization and its employees.
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Source: Best Practices in Corporate Culture, Customer-centric Organization PowerPoint Slides: Customer-centric Culture PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting
This PPT slide presents a framework for assessing a company's culture through eight dimensions, divided into 4 core indices and 4 differentiating indices. The core indices are foundational elements that shape organizational culture, emphasizing collaboration, compliance, customer orientation, and adaptability.
The first core index, Collective Focus, highlights the importance of teamwork and cooperation in operations. This suggests that organizations prioritizing collaboration may enhance overall effectiveness. Risk & Governance, the second index, underscores the necessity for compliance and quality, indicating that structured operations can mitigate risks and foster stability. External Orientation, the third index, reflects a commitment to understanding customer needs and the external environment, which is crucial for maintaining relevance in a competitive market. Change & Innovation, the final core index, points to the need for organizations to embrace ambiguity and change, suggesting that adaptability can drive growth and innovation.
On the other hand, the differentiating indices represent characteristics that can lead to superior performance. Courage, the first differentiating index, emphasizes the need for employees to demonstrate resilience in the face of challenges. This trait can be vital for navigating ethical dilemmas and fostering a proactive culture. Commitment, the second index, relates to employees feeling a sense of ownership within the organization, which can enhance engagement and retention. Inclusion, the third index, stresses the importance of diversity and authenticity, suggesting that a culture that values varied perspectives can lead to better decision-making. Finally, Shared Beliefs highlight the significance of alignment with core values, indicating that a strong cultural foundation can drive organizational coherence and purpose. Understanding these dimensions is essential for developing a customer-centric culture.
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