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Customer-Centric Community.

Part of the CX Centric Customer Centricity Maturity Model

WHAT IS CUSTOMER-CENTRIC COMMUNITY?

A customer-Centric community is a network of colleagues across the organization that meet regularly to discuss customer trends and to identify how to improve the customer experience. They collaborate and support each other to implement improvements to the Customer Experience and drive business growth. In addition, they are concerned with best practices of Customer Experience Management and work collectively to improve it.

Three Dimensions of Customer-Centric Community

listening and cmmunicating

LISTENING AND COMMUNICATING

Organizations must listen to their internal and external customers through a variety of touchpoints. They can use the community to gain additional knowledge and ensure that it is shared across the organization.

co-creation

CO-CREATION

Colleagues collaborate together to discuss and create innovative solutions for customers. By co-creating with a focus on customer experience, leads to better product-market fit overall.

centre of customer excellence

CENTRE OF CUSTOMER EXCELLENCE

The Centre of Customer Excellence is where the organization stores knowledge and information on how to manage Customer Experience.

LEARN ABOUT EMPLOYEE EXPERIENCE
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WHY IS CUSTOMER-CENTRIC COMMUNITY IMPORTANT?

  • Better cross-functional collaboration and brings departments closer together
  • Break functional silos
  • Shortens the decision making time for customer-related initiatives
  • Develop a much more intimate understanding of customer needs shared across the organization
  • Identifying innovative opportunities to improve the Customer Experience and drive business growth
  • Improve alignment between customer needs and actions of the organization
  • Sharing and advancing knowledge in Customer Experience Management
  • Improve efficiency in Customer Experience Management

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REFERENCES

  • Bhattacharjee, D., Line Hartvig Müller, & Roggenhofer, S. (2016, Mar 11). Leading and governing the customer-centric organization. McKinsey Insights, Retrieved from https://www.proquest.com/magazines/leading-governing-customer-centric-organization.
  • Chakravarti, S., & Chakraborty, S. (2020). Employee retention through listening-centered communication. IUP Journal of Soft Skills, 14(1), 67-74. Retrieved from https://www.proquest.com/scholarly-journals/employee-retention-through-listening-centered/docview/2425833555/se-2?accountid=188233
  • Colla, N. T. (2019). To be competitive, companies need to adopt a strong, customer-centric culture: Being customer-centric means employees change proactively to reflect culture - customers feel the culture, and the organization experiences higher productivity, speed, and improvement in customer engagement and satisfaction scores.
  • Scott, C. (2017). 10 ways to a customer-centric culture. Professional Builder, Retrieved from https://www.proquest.com/trade-journals/10-ways-customer-centric-culture/docview/1934410976/se-2?accountid=188233
  • Shephyken. (2020). Customer service blog - hyken.com: Guest post: 4 inputs of a customer-centric culture transformation. Chatham: Newstex. Retrieved from https://www.proquest.com/blogs-podcasts-websites/customer-service-blog-hyken-com-guest-post-4/docview/2407537825/se-2?accountid=188233
  • Smith, J. L. (2011). SUCCESSFUL ORGANIZATIONS ARE CUSTOMER-CENTRIC. Quality, 50(9), 16. Retrieved from https://www.proquest.com/scholarly-journals/successful-organizations-are-customer-centric.
  • Wolff, B. L. (2019). Creating a customer-centric culture. Electric Perspectives, 44(1), 8. Retrieved from https://www.proquest.com/trade-journals/creating-customer-centric-culture/docview/2174167516/se-2?accountid=188233