Forrester Wave Report
Leslie Stretch, Medallia CEO, and Borge Hald, Medallia Founder, Reflect on Being Named A Leader by Forrester in The Forrester Wave™ Customer Feedback Management Platforms, Q4 2018 Elena:...
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“Good customer service begins at the top. If your senior people don’t get it, even the strongest links further down the line can become compromised.” – Richard Branson
“My business philosophy is listen to your employees, listen to your customers. Shut up and do what they tell you…the way I run my company is completely aligned with that.” – John Legere
“Everyone has to be able to work in a call center.” – Jeff Bezos
These testimonials to the power of customer-centric leadership come from leaders whose own customer focus has famously led to a great deal of success. Most believers in the customer experience would welcome such leadership in their own companies.
But what if customer centricity isn’t as much of a priority for your executives as you’d like?
The answer doesn’t have to be “just make do.” Even the most radical customer-centric improvements can become quite palatable if you tie them to the goals leaders care about most.
An important first step in accomplishing this is to drill down to the specific behaviors you’d like to foster. Many great organizations make a habit of regularly reviewing customer feedback at all levels of the organization, or incorporating feedback into investment decisions — but in which specific circumstances are these practices most important? And what would they look like in your company on a daily basis?
Another important step in is finding targeted strategies for selling customer-focused improvements to individual leaders. While the CFO might care most about reducing cost-to-serve and prioritizing investments, the CMO will likely be far more focused on driving word-of-mouth and understanding your competitive standing. Customer experience improvements can help with all of these goals — which ones are your leaders worrying about right now?
To make these kinds of decisions, it often helps to examine results from from companies that have been down this road before. Now, you have a chance to hear from someone who has done just that. In a recent webinar, Bob Thompson, CEO of the research and publishing firm CustomerThink, will share his findings from over 15 years of interviews and research about the leadership behaviors that drive customer centricity — as well as the motivating factors that can help those behaviors take root.
You can listen using the form to the right.