“Customer obsession” is a popular — and often misunderstood — catchphrase in enterprise circles lately. While many companies have no problem focusing on and satisfying their customers’ needs, they’re still missing out on significant opportunities to build deeper, longer-lasting relationships. True customer obsession involves turning our customers into fans who believe in, advocate for, and keep coming back to our business.
So how do we promote customer obsession? Like any other critical practice or methodology, it’s not enough to hold one training session and then call our enterprise “customer obsessed.” Customer obsession needs to be built into our organizational culture and consistently reinforced and strengthened with the right strategies and mechanisms.
Let’s walk through the seven steps to achieving consistent customer obsession. From these you should see how small, impactful shifts in organizational processes help to create a more positive customer experience and build stronger relationships.