To give a definition customer obsession is a core cultural behaviorism that aligns a companys employees to focus on deeply understanding its customers and using that knowledge to better serve their needs. Customer Obsession means consistently listening to customers to enhance and improve the customer experience.
How Netflix S Customer Obsession Created A Customer Obsession
What Is Customer Obsession.
Customer obsession meaning. Jeff Bezos CEO of Amazon 2017 Letter to Amazon Shareholders outlines four key principles that he believes are critical to keeping his company any company relevant competitive and dominant. Customer obsession is a process wherein organizations continuously try to add value to the customer experience. If you want to lead this voyage heres a rough map.
Another one is called. It is first the rest are just there. Leaders start with the customer and work backwards.
What is customer obsession. True Customer Obsession is about understanding the problem behind a customer request. Bezos coined the term customer obsession and every year Amazon uses their obsession to raise the bar on customer experience far exceeding other retailers on price selection availability and delivery.
Customer Obsession is the only Leadership Principle that is slotted based on importance. Solving that problem might include something the customer never even imagined. Its the same concept.
Getting to customer obsession is a complex all-in effort that is more of a cause than a program. Customer obsessed describes a commitment to having a customer-first approach. Moreover a firm belief in customer obsession focuses the enterprise on being customer-focused and less competitor-focused.
For inspiration consider reading about Jeff Bezoss obsession with customers. In a nutshell Customer Centricity is simply creating everything in your organization with the customer at the centerevery process operation interaction and strategy. Customer obsession has driven my success since I first begun working.
A quick Google search on the topic will return many examples. In simple terms customer obsession conveys the practice of companies collecting feedback regularly and prioritizing customer needs to achieve business goals. Customer needs are at the center of everything you do.
Customer obsession means that all decisions and processes stem from the needs desires and delight of the customer. The customer is always right. There are way too many companies that follow the close-follower mentality or are too.
One of Amazons core values is customer obsession its a keystone that holds together everything they do. As an ideology customer obsession means recognizing that the people who have direct contact with your customers on a daily basis are closest to their successes and their failures. Customer Obsession is much more than customer satisfaction or customer happiness.
The philosophy is about doing what is right for the customer first then working backwards. To be an obsessional means to find oneself caught in a mechanism in a trap increasingly demanding and endless. Customer obsession is a company wide decision that is necessary for a company culture that influences and projects onto everything the company does.
If this sounds similar to customer centricity youre right. Customer obsession is a state of hyperfocus on creating a better customer experience from the customers perspective. Customer obsession requires a complete shift in the way a business thinks about customer relationships while customer service is simply a function of operating a business.
The customer is always first when any decision is madeanswering the simple question How will this process system productservice or change affect our customers This allows the customer to be at the center of. Right at the top of our 14 Leadership Principles is customer obsession which explains how much our customer focus is core to our companys DNA and operations. Taken at face value this may seem synonymous with its predecessor customer experience or CX.
What is customer obsession. As an ideology customer obsession means recognizing that the people who have direct contact with your customers on a daily basis are closest to their successes and their failures. Heres the relevant quoted section of the letter.
Obsessional does not necessarily mean sexual obsession not even obsession for this or for that in particular. It flows directly from the heart of an organization its about how you behave and what you value. True Customer Obsession.
