Customer Centric Culture Quotes

Be MORE guest-centric than customer-centric. People treat their guests better than customers. Think relational over Revenue

The overall organizational health needs to be measured via employee engagement, culture readiness, business agility, and customer-centricity, etc.

We are genuinely customer-centric, we are genuinely long-term oriented and we genuinely like to invent

Customer‐centric culture. As Jeff Bezos, the CEO of Amazon says, “Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.

The fact that Amazon grew so quickly meant that Bezos and his colleagues were unprepared for many of the challenges. But he sees a silver lining in the way they had to hustle. “It formed a culture of customer service in every department of the company,” he says. “Every single person in the company, because we had to work with our hands so close to the customers, making sure those orders went out, really set up a culture that served us well, and that is our goal, to be Earth’s most customer-centric company.

Archetype Other descriptions Achievement Performance, accountability, focus, speed, delivery, meritocracy, discipline, transparency, rigour Customer-Centric External focus, service, responsiveness, reliability, listening One-Team Collaboration, globalisation, internal customer, teamwork, without boundaries Innovative Learning, entrepreneurial, agility, creativity, challenging status quo, continuous improvement, pursuit of excellence People-First Empowerment, delegation, development, safety, care, respect, balance, diversity, relationships, fun Greater-Good Social responsibility, environment, citizenship, meaning, community, making a difference, sustainability

In many organizations, vision is their source of inspiration and meaning. Here are a few vision statements that fit this definition. You can decide for yourself how inspiring they are. IKEA: “To create a better everyday life for the many people.”2 Whole Foods Market: To nourish people and the planet.3 Amazon: To be Earth’s most customer-centric company.4 CVS: To help people live longer, healthier, happier lives.5 Habitat for Humanity: A world where everyone has a decent place to live.

At any organizational level, you can find ways to put customer-centric innovation at the center of your work. Even when you don’t have much leeway at the macro level—when, for instance, goals and strategies are handed to you—you can exert influence at the micro level, by reinventing a work system, creating a new enabling structure, or changing the culture. You can provide a motivating purpose and inspire your team and the leaders around you to search for growth opportunities and reallocate resources to them. Your starting point will be different from someone else’s, but if you keep working at it, you will see innovation permeate more and more aspects of your daily work. Eventually innovation will be integrated and self-reinforcing.