Not too long ago, I spoke with Jeanne Bliss about the 7 Inhibitors to Customer Driven Growth. Jeanne’s new book Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine is a success roadmap for leaders wanting to build a customer-focused organization.
Jeanne also answered my questions about how to establish a customer culture, social media strategy, leadership, earning the right to grow, and establishing a sense of urgency:
Establishing a Customer Centric Culture
“Culture is the action, not the words.” How do you connect corporate aspirations with employees’ actions?
For customer-driven work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with action and choices. To engender this culture, people need examples. They need proof.
Customer culture is talked about by many leaders but misunderstood by most organizations. “Commitment” to customers must be attached to deliberate operational behavior, such as, “We will go to market only after these 12 customer requirements are met” or “Every launch must meet these five conditions, which the field requires for success. We won’t launch without them, no exceptions.” People inside organizations need to see the commitment translated to actions that they will feel proud to follow and emulate.
Moving well past words, a deliberate and united set of leadership actions and behaviors practiced in unison is required.
One of the first activities we often undertake to unite leaders is to employ the journey framework to build an operational “code of conduct.”