customer-centric

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here.

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022.

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. 

I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021.

You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this:

80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree.

There’s a difference? Yes, there is.

I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the conversations agreed with my assessment of the situation.

How do you know when a company is sales-centric? These companies…