Building a Customer-Centric Business
Transform your business by putting the customer at the center of everything you do. This program explores the principles, practices, and strategies for building brand equity, fostering customer loyalty, and achieving long-term success through customer-centricity. Real-world examples from Amazon, Starbucks, and USAA are woven throughout the program to illustrate key concepts and best practices.
Program Modules
Understanding Customer-Centricity 💡
Explore the fundamental principles of customer-centricity and its impact on business success. Learn how leading companies like Amazon, Starbucks, and USAA have built their businesses around customer obsession. This module introduces key concepts from the 'Pragmatism in Practice' podcast.
Listen to Pragmatism in Practice: Customer-Centricity 🎧
DailyListen to the Pragmatism in Practice podcast episode featuring Joe Murray, Chief Digital Officer at ThoughtWorks North America, discussing how winning companies put their customers at the center of their business. Pay close attention to Amazon's customer obsession strategy.
“One of the most common characteristics of the world's most valuable companies today is they put the customer at the center of their business.”
Identify Customer-Centric Companies in Your Industry 🔍
DailyResearch and identify three companies in your industry that are known for their customer-centric approach. Analyze their strategies and tactics. Reflect on how these companies foster customer loyalty and advocacy. Share your findings in the discussion forum.
Building Brand Equity Through Customer Empathy 🤝
Learn how to build brand equity by empathizing with your customers and delivering on your brand promise. Explore examples of companies that have achieved ubiquity through exceptional customer experiences. Consider the FedEx example from the podcast.
Define Your Brand Promise 📝
DailyClearly define your brand promise: What is the value you offer to your customers, and how do you ensure they trust and value that promise? Frame your brand promise in a way that resonates emotionally with customers. Consider loss aversion and framing effects when crafting your message.
Assess Customer Trust and Value 📊
DailyConduct a survey or focus group to assess how much your customers trust your brand promise and value it compared to other options. Use the insights to refine your brand messaging and identify areas for improvement. Discuss your findings with your peers in the forum. Learn from each others insights.
Achieving Empathy at Scale 🌍
Discover how to encode empathy across your entire multidisciplinary product development teams. Learn from examples like Amazon and explore the anti-patterns that hinder companies from achieving customer-centricity. Focus on practical implementation strategies.
Implement Human-Centered Design Practices 🧑💻
DailyAdopt and implement human-centered design practices to establish a basis of empathy within your product development teams. Participate in a simulation to practice these practices.
Break Down Functional Silos 🧱
DailyIdentify and break down functional silos within your organization to ensure seamless communication and collaboration across different teams. Discuss strategies for improving communication and collaboration with your team.
What You'll Accomplish
- Understand the principles of customer-centricity.
- Learn how to build brand equity through customer empathy.
- Discover strategies for achieving empathy at scale.
- Identify and overcome anti-patterns that hinder customer-centricity.
- Apply best practices for creating customer-centric experiences.
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