Customer Centricity — The Management Fad We Can Hop On
Customer Centricity’s core philosophy is to empower every individual in the organization to focus directly on the customer. It aligns directly with how UX design leaders work to improve the UX design maturity of their organization.
A solid introduction to Customer Centricity is Denise Lee Yohn’s excellent Harvard Business Review article, 6 Ways to Build A Customer-Centric Culture. In her article, Denise lays out six specific actions organizations must undertake to become truly customer-centric.
Only when employees understand what customers need can they start to deliver products and services that meet those needs.
UX teams speed onboarding by providing UX training materials and workshops to introduce every new employee to the users and their needs.
A UX Experience Vision is a powerful tool for showing what a better experience looks like.
As the UX team crafts and shares that vision throughout the organization, everyone can understand what work is left to be done and how they can contribute to it.
Facilitate direct interaction with customers.
Democratize customer insights.
Hire for customer orientation.
Operationalize customer empathy.
we need employees to observe the customer directly interact with our organization’s products and services.
Link employee culture to customer outcomes
Teams need to measure both customer-facing interactions and back-office operations.
By going beyond the numbers and studying the behaviors that lead to the metrics, the team delivers new insights for further improvements.
Tie compensation to the customer.
An update to the organization’s compensation model sends the bold message that this isn’t just a passing fad.
Posted on August 6, 2019