In 1997 at Apple’s Developer Conference, Steve Jobs highlighted customer experience in Twenty years later, customer experience has risen to the top priority at almost every company I visit. You have to think like the customer and empathize with the customer, so experience what she or he experiences and identify ways to improve that.As employees, we tend to think only of our own little pieces. You may be more familiar with an alternative phrase: “Git ‘er done.”Out of 16 superpowers in the book, Matt said this is easily the most important one for any founder to possess. “You just have to light the fire.”If my friend owes me $1,000 and I casually mention that I need it back by the end of the day, I’m probably not going to expect to actually get it.But if I needed $1,000 for a life-saving medication for a loved one I could only acquire by hustling, begging, or stealing, it’s going to get done.Another important piece of developing an agency mindset is not to overthink it. You can create a road map. That’s why you have to turn it around and make it about them. Becoming a customer-centric organization can present new challenges to company leaders and require some teams, such as strategy and operations, to rethink their approach Leaders can promote positive feedback around customer-centric thinking and emphasize skill development to make sure their teams are equipped with the right tools to put the customer first. He doesn’t delegate it out — for better or worse.Steve Jobs would purchase a new vehicle every few months so he didn’t have to put a California license plate on it.

You have to basically forget how your company works. This requires a lot of discovery/research mode working to find the right problem. CX, or customer experience, is a well-established business discipline.
Start with buy-in from your leadership, but don’t forget about your team.

Now more than ever, it is imperative that customer experience is top of mind: Businesses that do not put the customer first will struggle for relevance in an increasingly competitive market.The majority of the customers I’ve spoken with want to embrace customer-obsessed culture and create a Putting customer-centric thoughts into action requires the support of your teams, particularly your leadership team. Empowered employees are the key to successful customer engagements, as they execute the customer-centric vision defined by your business. Now that’s obsession.Obsession almost always has to come from the founder – or at least from the top. It’s rare that this level passion for and particularity about a great customer experience comes from anyone else.So how do you practically put obsession into practice? Many businesses find that, as this is not a new idea, there are teams within their companies that are already customer-obsessed. And without an internal

Get our weekly newsletter for the latest business insights. If you’re a person who can get things done, you’re unstoppable in life.For those of you who don’t naturally have this mindset, know that you can cultivate it.“I believe everyone has agency within,” Matt said. Before your business can truly embrace a customer-obsessed culture, your leadership team must be on board.Focusing on customer experience isn’t new. Tim Rewards, however, for free coffee, tea or baked goods, as well as travel prizes, levels up fast food customer experience and loyalty programs with increasingly better rewards.
When their Ultimately, to stay competitive your business needs to adopt this customer-obsessed thinking. There’s a very martial mindset to people with agency.How do you lose weight? Listen to any or every episode in Hear the entire conversation with Matt Knee right here …Jeff Bezos knows the product page on Amazon like the back of his hand. 17. In the B2B world, where great customer experience (CX) isn’t always flashy or thrilling, delighting customers hasn’t always been a priority. Customer obsession is Amazon’s number one leadership principle. They have no idea what you do. Your team drives your journey to customer-obsessed. Matt calls it “If you can get to that level, you can look at everything with fresh eyes.Hear Matt explain this process of reviewing and improving your experience …The Agency Mindset is this: If you have something to get done, it will get done. And they don’t care about your problems. We are a company obsessed with customer experience. Ensuring this executive buy-in is a key step to any cultural transformation. Customer Obsession means consistently listening to customers to enhance and improve the customer experience. They don’t break it up into different body types and percentages and end up doing nothing at all.The bane of intelligent founders is overthinking. But now we are in the era of Covid, with widespread home confinement and fear of contagion. Gamifying the customer experience to breed loyalty is not new to Tom Hortons.


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