Customer Centricity Quotes

Customers need to know that they are heard, and their opinions are respected and acknowledged.

Customer behavior is not just defined by what your customers want but also by what they believe in.

You want to become more open-minded, challenge your ideas without being offended. Don’t let your ego ruin your learning experience.

What your audience has to say about your product matters more than what you have to say about it.

Always remember that your audience is not made up of bots. They don’t follow fixed algorithms and make decisions based on that.

To understand who will be fit for your product, you have to first understand your ideal customers’ needs, wants and preferences.

Humans evolve with time and so do their needs.

When a value is communicated well, it gives your potential customers an option to choose you over others and to stick to your brand.

Every product has its own set of audience and this audience may not coincide with the entire skincare market.

For getting those customers, you need to first let them know about your business, your product and how your product is exactly what they are looking for. And for that very purpose, you have to advertise your product.

Listening to the audience means that they have to accept that there is something wrong with the product, which is not an easy thing, but it has the potential to save your business from failure. Anything that can grow your business (ethically) is worth considering.

Shaping the company's future requires ensuring value creation is a central theme in all board discussions and evaluations. Creating value for the customers should be at the center of every board discussion.

To paraphrase Einstein, insanity is expecting employees to do one thing while rewarding them for doing something else.

I believe that most websites suck because HiPPOs create them. HiPPO is an acronym for the “Highest Paid Person’s Opinion.

If you want to get to the truth about what makes us different, it’s this,” Bezos says, veering into a familiar Jeffism: “We are genuinely customer-centric, we are genuinely long-term oriented and we genuinely like to invent.

Most companies that win don't have a unique strategy; quite the opposite, they are doing what everyone else is doing but have figured out how to execute better.

Customer centricity is a strategy that aligns a company’s development and delivery of its products and services with the current and future needs of a select set of customers in order to maximize their long-term financial value to the firm.

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

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

Customer-centricity should be about delivering value for customers that will eventually create value for the company.

The simple truth is that technology is still a poor substitute for human interaction.

The agile way is customer-centric, purpose-driven, capability-based and talent-oriented.

No problem, no sale In every sale there’s a gap All sales are about change Customers don’t like change Sales are emotional Customers do like change when they feel it’s worth the cost Asking “Why?” gets customers to “Yes” Sales happen when the future state is a better state No one gives a shit about you

Trumpeting feature benefits that may or may not be of value to your customer will not get you closer to the sale. Mentioning your place on the Fortune 500 will not get you any closer to the sale. In fact, every time you talk about yourself, you risk triggering those change-resistant, emotionally fraught thoughts and feelings in your customers.

For a macro cross-industry view, however, consider the robust methodology used in The American Customer Satisfaction Index (ACSI), developed by Claes Fornell in conjunction with the National Quality Research Center (NQRC), Stephen M. Ross School of Business at the University of Michigan. ACSI measures consumer satisfaction with goods and services in the United States.

1. Your Business Is Not Unique 2. You Are in the Business of Marketing 3. Be Brand Centric, Not Product Centric 4. You Must Control the Order Process 5. Don’t Compete on Price 6. Don’t Be Walmart. Niche down. 7. There’s No Such Thing as Free Traffic 8. Business Costs Money 9. If You Aren’t Mobile, You’re Out 10. The One Who Can Spend the Most to Acquire a Customer Wins 11. Sell in Multiple Channels 12. There Are Only Three Ways to Grow a Business

Focus relentlessly and passionately on the customer. As he put it in his 1997 letter, “Obsess over Customers.” Each annual letter reinforces that mantra. “We intend to build the world’s most customer-centric company,” he wrote the following year. “We hold as axiomatic that customers are perceptive and smart.… But there is no rest for the weary. I constantly remind our employees to be afraid, to wake up every morning terrified. Not of our competition, but of our customers.

If you want to get to the truth about what makes us different, it’s this,” Bezos says, veering into a familiar Jeffism: “We are genuinely customer-centric, we are genuinely long-term oriented and we genuinely like to invent. Most companies are not those things. They are focused on the competitor, rather than the customer. They want to work on things that will pay dividends in two or three years, and if they don’t work in two or three years they will move on to something else. And they prefer to be close-followers rather than inventors, because it’s safer. So if you want to capture the truth about Amazon, that is why we are different. Very few companies have all of those three elements.

And so, when I tell stories today about digital transformation and organizational agility and customer centricity, I use a vocabulary that is very consistent and very refined. It is one of the tools I have available to tell my story effectively. I talk about assumptions. I talk about hypotheses. I talk about outcomes as a measure of customer success. I talk about outcomes as a measurable change in customer behavior. I talk about outcomes over outputs, experimentation, continuous learning, and ship, sense, and respond. The more you tell your story, the more you can refine your language into your trademark or brand—what you’re most known for. For example, baseball great Yogi Berra was famous for his Yogi-isms—sayings like “You can observe a lot by watching” and “When you come to a fork in the road, take it.” It’s not just a hook or catchphrase, it helps tell the story as well. For Lean Startup, a best-selling book on corporate innovation written by Eric Ries, the words were “build,” “measure,” “learn.” Jeff Patton, a colleague of mine, uses the phrase “the differences that make a difference.” And he talks about bets as a way of testing confidence levels. He’ll ask, “What will you bet me that your idea is good? Will you bet me lunch? A day’s pay? Your 401(k)?” These words are not only their vocabulary. They are their brand. That’s one of the benefits of storytelling and telling those stories continuously. As you refine your language, the people who are beginning to pay attention to you start adopting that language, and then that becomes your thing.

We are customer-obsessed. We consider ourselves to be at your service, and I am personally at your service," Bezos told the customers at the Bangalore meet. He insisted that Amazon's customer centricity would succeed. "It's easy to say you are going to deliver things; it's hard to do," he says, when asked what will differentiate Amazon India from others.

For Page, like Musk and Branson and Bezos, that answer always sits at the intersection of long-term thinking and customer-centric thinking:

Because longevity promotes favorability, it may confer legitimacy.

Keep Plussing the Show: No Room for Excuses

The future of organization has amazing digital traits such as adaptability, differentiated competency, innovation, customer-centricity, empathy, and participation.

Hardie Boys- Exterior Millwork Exterior spaces on your property are largely exposed to the elements and that means they have to endure considerable wear and tear. This is why it becomes important to make sure that the structures, features and elements are manufactured by specialists that use high-quality, weather-resistant materials and products. We at Hardie Boys, Inc. are a leading manufacturer of various type of exterior architectural work. Since our inception in 1997, we have moved from strength to strength and created a niche for ourselves in this space. Today, when property owners across the region want any exterior millwork done, the first company they think of is us. Not only do we design, manufacture & install a variety of columns, soffit systems, brackets and louvers and a number of other similar products, but use very unique materials and techniques in making these features. Take a look at how our products differ from standard ones used in these applications: • Longevity- Traditionally, these features are made using materials such as foam, wood, concrete, plaster, brick, aluminum, iron etc. While most of these materials are quite hardy they aren’t always able to withstand the elements well. Wood can rot, while metal can rust and corrode over time; concrete tends to develop cracks when exposed to temperature fluctuations and plaster loses its resilience over time. All our products are made with a unique cellular PVC material which is extremely resilient and lasts for a number of years without any trouble. • Minimal maintenance- When you have exterior structures made of wood, they require specialized treatment and have to be polished or painted with regularity. Metal features have to be sanded and painted regularly as well and concrete needs to be resurfaced when it develops cracks. In comparison, the cellular PVC material we use is low-maintenance and only requires basic cleaning. • Aesthetics- As mentioned earlier, the material we use in exterior millwork is weather-resistant and doesn’t fade or deteriorate as much as traditionally-used materials do. This means the features and installations on your property continue to look attractive and add to the aesthetics and value of your property. • Fast and simple installation-The installation of the features made of cellular PVC is easy and quick. This means the project can be completed within a shorter timeframe and with the least amount of disruption to the daily activities on your property. • Versatility- This material is extremely versatile and can be used in the manufacture of various features and installation. We are also very creative and innovative in our approach and keep adding new products to our existing line of premium products. We are a customer-centric company that focuses on customization; and work very closely with our customers and provide beautifully-designed custom exterior millwork installations that are resilient and durable. While the British West Indies style is what we are more inclined towards, our products complement architectural styles including Dutch West Indies, Florida Vernacular, Coastal, Key West and more. For any more information about our custom designed cellular PVC, exterior millwork, contact Hardie Boys, Inc. on this number- 954-784-8216.

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

Customer-centric enterprise vision, strategy, and governance model should enforce the alignment of the various silos towards customer-centric products and delivery mechanisms.

When Jobs returned to the company after running Pixar, Apple became customer-centric, compelling, and clear in their communication.

the stuff you share on a first date should be short, enticing, and exclusively customer-centric.

Speak to salespeople (what we call “VOC Aggregators”)—people who have sold face-to-face the same type of product—or similar products.

Tools for click-mapping We often use Crazy Egg, Hotjar, and Clicktale, and several A/B testing tools that include similar functionality. Alternatives include Fullstory, Inspectlet, Decibel Insight, Jaco, Lucky Orange, MouseStats, Ptengine, and userTrack.

Tools for form analytics Options for form analytics include Clicktale, Hotjar, Formisimo, Decibel Insight, SessionCam, and Inspectlet.

Tools for live chat Popular tools for live chat include Zendesk Chat, LiveChat, Drift, Freshdesk, Olark, LivePerson, HappyFox, SnapEngage, LiveAgent, Chatra, Intercom, tawk.to, Tidio, and Comm100. Some of them, like Intercom, allow you to track, help, and convert visitors across multiple browsing sessions.

Tools for surveying We often use whichever survey tools our clients use. Popular options include SurveyMonkey, Google Forms (which has few features, but is agile), Survey Gizmo, Medallia Digital, Survey Anyplace (specifically for mobile), Wufoo, Clicktools, Polldaddy, Typeform, and Uservoice

Tools for exit surveys iPerceptions provides a ready-made way of implementing exit surveys. You can also create them using Usabilla, Informizely, Qualaroo, Hotjar, Medallia Digital, and ForeSee.

Tools for tracking what people are saying about you The following tools can be useful for tracking mentions: Moz Fresh Web Explorer, Google Alerts, Talkwalker Alerts, Mention, Ninja Outreach, Twitter Search, BuzzSumo, and Facebook. Salesforce Marketing Cloud provides powerful tools for real-time analysis and monitoring of social media.

Being able to figure out quickly what works and what doesn’t can mean the difference between survival and extinction.” —Hal Varian, Google Chief Economist “If you double the number of experiments you do per year you’re going to double your inventiveness.” —Jeff Bezos, CEO of Amazon

Each map is customer-centric, with a list of key actors on the left. Each map is a story, with a beginning, a middle, and an end. And, no matter the business, each map is simple.

Just think about the incredible transformation that took place in Steve’s life and career after Pixar. In 1983, Apple launched their computer Lisa, the last project Jobs worked on before he was let go. Jobs released Lisa with a nine-page ad in the New York Times spelling out the computer’s technical features. It was nine pages of geek talk nobody outside NASA was interested in. The computer bombed. When Jobs returned to the company after running Pixar, Apple became customer-centric, compelling, and clear in their communication. The first campaign he released went from nine pages in the New York Times to just two words on billboards all over America: Think Different. When Apple began filtering their communication to make it simple and relevant, they actually stopped featuring computers in most of their advertising. Instead, they understood their customers were all living, breathing heroes, and they tapped into their stories. They did this by (1) identifying what their customers wanted (to be seen and heard), (2) defining their customers’ challenge (that people didn’t recognize their hidden genius), and (3) offering their customers a tool they could use to express themselves (computers and smartphones). Each of these realizations are pillars in ancient storytelling and critical for connecting with customers. I’ll teach you about these three pillars and more in the coming chapters, but for now just realize the time Apple spent clarifying the role they play in their customers’ story is one of the primary factors responsible for their growth. Notice, though, the story of Apple isn’t about Apple; it’s about you. You’re the hero in the story, and they play a role more like Q in the James Bond movies. They are the guy you go see when you need a tool to help you win the day.

Because these processes and practices are embedded in every meeting, document, decision, interview, and performance discussion, following them becomes second nature over time. And any employee who violates them draws attention to themselves like a person loudly scratching their fingernails across a chalkboard. If, for example, a person spoke up at a meeting and suggested an idea that was obviously geared toward short-term considerations and ignored significant longer-term ones, or proposed something that was competitor- rather than customer-centric, there would be an uncomfortable pause before someone pointed out what was on everyone else’s mind. While this practice may not be unique to Amazon, it is a defining element of its success.

Your Trusted Source for High-Quality GC Sheets in Dindigul When it comes to sourcing top-notch GC sheets in Dindigul, one name stands out prominently - Shree Sivabalaaji Steels. Renowned for its commitment to quality and excellence, this company has established itself as a reliable supplier of galvanized corrugated (GC) sheets, catering to various industries and construction needs. At Shree Sivabalaaji Steels, quality is the cornerstone of their operations. They understand the significance of using superior-grade materials for construction and industrial purposes. GC sheets offered by the company are manufactured using advanced technology, ensuring durability, strength, and resistance to environmental factors. This ensures that the sheets maintain their integrity over time, even in harsh conditions. Variety is another feather in Shree Sivabalaaji Steels' cap. The company provides a wide range of GC sheet options to meet the diverse needs of its customers. Whether you require sheets of different thicknesses, sizes, or coatings, they have it all. This extensive selection empowers customers to choose the perfect GC sheets that align with their project requirements. One of the factors that set Shree Sivabalaaji Steels apart is their unwavering commitment to customer satisfaction. Their team of experienced professionals is always ready to assist clients in selecting the right type of GC sheets based on their specific needs. Whether it's for roofing, wall cladding, or any other application, customers can rely on their expertise to make informed decisions. Time efficiency and punctuality are the driving forces behind Shree Sivabalaaji Steels' operations. They understand that in the construction industry, timely delivery is of the essence. The company has implemented streamlined processes to ensure that customers receive their GC sheet orders on schedule, minimizing project delays and interruptions. Environmental consciousness is a key aspect of Shree Sivabalaaji Steels' philosophy. They recognize their responsibility towards sustainable practices and offer GC sheets that are manufactured using eco-friendly processes. This not only reflects their commitment to the environment but also resonates with customers who prioritize green building materials. Competitive pricing is yet another advantage that customers enjoy when partnering with Shree Sivabalaaji Steels. Despite offering high-quality GC sheets, the company maintains a pricing strategy that remains accessible and competitive. This affordability, coupled with the quality of their products, makes them a preferred choice among contractors, builders, and industries. In conclusion, for those seeking top-grade GC sheets in Dindigul, Shree Sivabalaaji Steels emerges as a reliable and customer-centric option. With their focus on quality, variety, expertise, punctuality, sustainability, and affordability, they have rightfully earned their reputation as a go-to supplier for GC sheets in the region. When you choose Shree Sivabalaaji Steels, you're not just purchasing construction materials; you're investing in a partnership that prioritizes your project's success.

Does design pay off? The Design Management Institute partnered with Motiv Strategies to measure the return on design investment where it counts—in stock values. Over a 10-year period, a $10,000 investment in design-centric companies would have yielded returns 228 percent greater than the same investment in the S&P 500. And this is only an average.

It’s hard to write clearly. In fact, it’s hard to find someone who can teach you how to write clearly. Schools tend to spend more time teaching pupils how to sound smart, or how to analyze Shakespearian prose, than how to be understood. Students are more likely to be told to memorize poetry than to carry out a readability test. This is a disservice. Poetry can be life-enriching, but the purpose of almost all writing is to communicate information.

Keys to Great Writing by Stephen Wilbers. This is our favorite book on the list. It teaches you the mechanics of writing well. It’s brilliantly concise and is full of techniques that actually work. You have probably never heard of most of them. You may enjoy this book even if you hated English classes at school. We suspect that it particularly appeals to programmers, because it provides a much-needed logical framework for writing. The book summarizes several other books, including two other favorites of ours: Style: The Basics of Clarity and Grace and The Sense of Structure: Writing from the Reader’s Perspective

Why are so many designers “usability blind”? If you’re a sadist with a technical bent, you will enjoy running usability tests. During tests, we see users caught in wild-goose chases, scratching their heads, and sometimes swearing or even hitting their keyboards. Why do marketers make websites that cause people to punch peripherals? Because marketers are afflicted with the curse of knowledge, a cognitive bias that makes it extremely difficult to think about a problem from the perspective of someone who’s less informed. Marketers spend so long looking at their own websites, they can’t imagine what it would be like to see the website for the first time. As a result, the website’s users appear to be stupid. It’s a compelling illusion. But look at it another way: Our users desired something. We created a website to satisfy that desire. And our users still can’t get what they desire. Now who’s stupid? How can you overcome the curse of knowledge? Design your processes for what you perceive to be a busy, lazy, drunk, amnesiac idiot—what lawyers call a “moron in a hurry” (really). Even geniuses with time on their hands will be grateful that you did.

Don’t Make Me Think by Steve Krug is an excellent introduction to web usability. We passionately believe it should be on the school curriculum. Designed for Use by Lukas Mathis is less entertaining than Don’t Make Me Think, but it covers more usability concepts. If this book list seems worryingly short, that’s a testament to how much ground this book covers. The Visual Display of Quantitative Information by Edward R. Tufte contains many examples of complex data shown in beautifully elegant ways. Don’t be put off by its technical-sounding title. It’s fun to read.

Wireframes help you to focus on what matters: the words. To illustrate this, take one of your pages, select all the text, and paste it into a plain text editor. You may be surprised at what you see. (For many websites, this exercise is much more useful than it may sound.) Some pages are so beautifully designed, it’s easy to overlook the words. But the words are what win A/B tests.

Winning websites…are like water chutes: if your website doesn’t appeal to both early- and late-stage buyers, here’s how to design unbeatable multistep funnels It’s easy to forget that some visitors aren’t ready to buy You hear marketers say that they “want to make visitors reach for their credit cards.” But pushy selling is usually thrashed by sophisticated relationship building.

What we can learn from bricks-and-mortar bookstores About twenty-five years ago, offline bookstores learned not to push the hard sale. They discovered they could convert a visitor from “just browsing” to “buying” by making their stores highly conducive to reading. They added chairs, reading areas, and even in-store coffee stores. They discovered that the more time visitors spent in the store, the more likely they were to buy. Amazon has adopted the same approach, allowing visitors to “look inside” books.

The website’s Hazelnut Trail is so effective you don’t even feel like you’re dealing with a company. By the time that you sign up for a financial product, you probably won’t even feel like you have been sold to. The fact that the company gets paid at the end seems almost incidental.

When we ask a website’s visitors why they didn’t buy, we hear them say the same things over and over again. Lack of trust comes up a lot, as does lack of understanding and inability to find a suitable product.

Separation of concerns is a fancy name for when information is organized and encapsulated into modules. The concept is closely related to the phrase “a place for everything and everything in its place.” Separation of concerns is essential when you’re managing a lot of content. For website design, the modules can be paragraphs, page sections, pages, or groups of pages: You can encapsulate benefits into clearly labeled paragraphs. Many winning websites clearly encapsulate their content into separate page sections. The navigation bars of many websites clearly encapsulate the content into groups of pages. (In one of our case studies, we describe how we used this technique to increase paid memberships for Smart Insights by 75%.) By modularizing, you allow your visitors to easily find the information that they need, and to ignore the rest. It’s hard to stress how important it is to organize information into an architecture that’s easy to navigate. Once a visitor is lost, it’s difficult to show them counterobjections. They’ll never find them.

The first metric is inward-facing and operations-centric, while the second metric is outward-facing and customer-centric.

Which company is best for using construction Project work? The Shree Siva Balaaji Steels project is a significant endeavor that encompasses the establishment and operation of a modern and advanced steel manufacturing facility. This project represents a fusion of innovation, cutting-edge technology, and industrial expertise, aimed at delivering high-quality steel products to meet the growing demands of various sectors. Key Features: State-of-the-Art Manufacturing Plant: The project involves the construction and operation of a state-of-the-art manufacturing plant equipped with the latest machinery, automation systems, and environmentally friendly processes. This allows for efficient production and reduced environmental impact. Diverse Product Range: Shree Siva Balaaji Steels aims to offer a diverse range of steel products to cater to different industries such as construction, automotive, infrastructure, and manufacturing. This versatility enables the company to meet the varying needs of clients and partners. Quality Assurance: A cornerstone of the project is its commitment to delivering high-quality steel products. The facility adheres to strict quality control measures and follows international standards to ensure that the end products are durable, reliable, and meet or exceed industry specifications. Sustainability Focus: The project places a strong emphasis on sustainability and environmentally conscious practices. Energy-efficient processes, recycling initiatives, and waste reduction strategies are integrated into the manufacturing process to minimize the ecological footprint. Employment Opportunities: Shree Siva Balaaji Steels contributes to local economies by creating employment opportunities across various skill levels, from skilled labor to technical experts. This helps stimulate economic growth in the region surrounding the manufacturing facility. Collaboration and Partnerships: The project fosters collaborations with suppliers, distributors, and clients, establishing strong relationships within the steel industry. This network facilitates efficient supply chain management and enables the company to provide tailored solutions to its customers. Innovation and Research: The project invests in research and development to constantly improve manufacturing processes, product quality, and the development of new steel products. This dedication to innovation positions the company at the forefront of the steel industry. Community Engagement: Shree Siva Balaaji Steels is committed to engaging with local communities and implementing corporate social responsibility initiatives. These efforts include supporting education, healthcare, and other community-centric projects, fostering goodwill and positive impact. Vision: The Shree Siva Balaaji Steels project envisions becoming a leading name in the steel manufacturing sector, renowned for its exceptional quality, technological innovation, and sustainability practices. By adhering to its core values of integrity, excellence, and environmental responsibility, the project strives to contribute positively to the industry and the communities it operates within.

Because prospecting is everything. If

Santhi Gems is a well-known gold buyer in Chennai that sets itself apart with exceptional services and a consistent commitment to customer loyalty. Santhi Gems has achieved a stellar reputation in the industry thanks to its straightforwardness, trustworthiness, and dependability, as well as its extensive history. This article delves into the key features that set Santhi Gems apart from other Chennai gold buyers, including its customer-focused approach, ethical practices, and extensive range of services. Research how Santhi Pearls' dedication to significance and genuineness go with it a leaned toward choice for those wanting to sell or credit against their gold assets in Chennai. 1. Introduction to Santhi Adornments' History and Foundation Santhi Gems, headquartered in Chennai, has been a trusted name in the gold purchasing industry for more than two decades. Santhi Gems has established a reputation for unwavering quality and authenticity thanks to a solid foundation built on trustworthiness and customer loyalty. Santhi Gems' mission and values are to provide customers with a straightforward and fair gold purchasing experience. Each partnership is guided by their genuine sincerity regarding the benefits, trust, and customer-centricity, ensuring that customers are treated with respect and consideration throughout the selling cycle. 2. Direct Assessing and Appraisal Communication Clear Valuation Procedures Selling Gold Jewelry Santhi Adornments provides a consistent and straightforward cycle for selling gold items, whether you want to branch out from your existing collection or update it. Their capable staff ensures that clients get fair motivator for their important effects. Gold Advance Offices Santhi Adornments offers gold advance offices in addition to buying gold gems, allowing customers to use their gold resources for financial assistance. They make it advantageous and secure to access reserves thanks to their flexible terms and competitive rates. 6. By placing an emphasis on client instruction, Santhi Adornments moves beyond value-based connections. They encourage customers to make educated decisions regarding their gold resources by providing experiences into the patterns of the gold market as well as advice on how to care for and maintain gold. Direction on Patterns in the Gold Market When managing valuable metals, it is essential to remain informed about the gold market. Santhi Gems ensures that customers are up to date on market trends, allowing them to make crucial decisions regarding gold investments or transactions. Tips for Taking Care of Gold Gems Proper care and attention can have a significant impact on their value and lifespan. Santhi Diamonds outfits clients with central hints on endlessly protecting their gold things, ensuring that they hold their greatness and shimmer for a seriously significant time-frame into what's in store. 7. Obligation to Follow Moral Principles The activities of Santhi Adornments are centered on following moral principles and being capable of doing so. They keep the advantages of uprightness and social responsibility in the gold business by focusing on fair exchange gold acquiring and implementing earth-manageable practices.

qualities and values every leader should strive to attain: crystal-clear direction plus an unwavering commitment and passion.

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

We are genuinely customer-centric, we are genuinely long-term oriented and we genuinely like to invent. Most companies are not those things. They are focused on the competitor, rather than the customer.

Training cannot be limited to ‘Here’s what you need to do, now go do it.’ That’s not good enough. Training needs to instill a spirit, a feeling, an emotional connection. Training means creating an environment of thinking and feeling.

Laughter is no enemy to learning.

The trouble with people is that we get hardening of the mental arteries, cirrhosis of the enthusiasm, and arthritis of the imagination, along with chronic and sometimes acute allergies to supervision, subordinates, the whole darned system. Is it possible that what we have gained through experience, we have lost through habit, and that what we have gained through organization, we have lost in enthusiasm? —

The future or organizations have amazing digital traits such as customer-centricity, empathy, and participation.

Success in SaaS depends on having a carefully designed customer centric sales organization that balances skills, processes, and tools.

If you want to compete and win in today’s tough business world you must become a customer centric in everything you do.

CIOs must shift focus from internal customers to external customers. IT must shift focus from providing service to providing value. Everything is moving to the cloud; CIOs must assume a “cloud first” mentality. Innovation is more than new technology—it's also about change management, enabling new processes, and hiring the best talent. CIOs need to work closely with the business to create innovation that drives real value. CEOs expect more from their CIOs than ever before. CIOs must deliver on a higher set of expectations, or they will be replaced. CIOs must shift from a measurement mentality to a value creation mentality. CIOs must shift focus from historical data to real-time information. Today, IT is all about creating real business value. All business is digital. All business. When IT has a bad day, the business has a bad day. IT still matters. It matters to the top line and to the bottom line. IT matters more than ever because IT is everywhere in the business. Without IT, you're out of business. CIOs need to step up, raise the bar, and elevate their game to meet the challenges of the big shift. I hope you enjoy reading this book and find it a useful addition to your library. It's the fourth book I've authored on the topic of

The trouble with people is that we get hardening of the mental arteries, cirrhosis of the enthusiasm, and arthritis of the imagination,

The best is never the best, and pay attention to the smallest details.

We are genuinely customer-centric, we are genuinely long-term oriented and we genuinely like to invent. Most companies are not those things. They are focused on the competitor, rather than the customer. They want to work on things that will pay dividends in two or three years, and if they don’t work in two or three years they will move on to something else. And they prefer to be close-followers rather than inventors, because it’s safer. So if you want to capture the truth about Amazon, that is why we are different. Very few companies have all of those three elements.

Customers are speaking to you implicitly via their behavior, captured in the footprints they leave behind in your systems.

If you give customers a chance, they’ll communicate with you in many ways.

Realize that employees and the customers both have to be engaged, at the same time, to move your business forward for sustainable success.

Customers dictate how the firm organizes itself to best create the solutions they require.

Earth’s most customer-centric company.’ Within that we have a vision, which is to ‘Build a place where people can come to find and discover anything they may want to buy online.’ That doesn’t mean that we are going to sell all those things directly but does mean that we are going to help people find them

Trust is hard to earn and easily lost; that is why we are customer centric” (42).

There are many advantages to a customer-centric approach, but here’s the big one: 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. Jeff Bezos From 7 insightful quotes to shareholders via letter. 2017

There may be customers without brands, but there are no brands without customers.

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.

Customer centricity, as the name implies, is creating an organization that constantly self-corrects to put customers at the center of our decisions. Like a gyroscope that resists being moved off-center, a customer-centric organization resists the many forces that attempt to deprioritize customers.

Please get in touch We love feedback! We plan to update the book often—particularly the eBook version. So please let us know if you notice anything you think is inaccurate, wrong, or missing. Just email us at feedback@conversion-rate-experts.com. If we incorporate your changes, we’ll add you to the list of supporters at the end of the book. Also, if you’d like to spread the word, the authors are available for interviews, opinion pieces, and odd jobs around the home. Just email oddjobs@conversion-rate-experts.com.

If coding is an obstacle for you, you can get great results using this book’s methodology with a website builder tool like SquareSpace, Wix, Shopify, BigCommerce (a former client of ours), WebFlow, LeadPages, Unbounce, ClickFunnels, or PageWiz. Then, imagine how easy it is to get visitors once you have created a website that people love and that has a huge lifetime customer value. Advertising becomes simple when you can afford to outbid all the competition. SEO is a piece of cake when you have a website that people want to link to.

Part of the process is Apple’s overall corporate strategy: What markets does it target, and how does it target them? Part of it is keeping abreast of new technology developments and being receptive to new ideas, especially outside the company. Part of it is about being creative, and always learning. Part of it is about being flexible, and a willingness to ditch long-held notions. Part of it is about being customer-centric. And a lot of it is trying to find the simplest, most elegant solution through an iterative, generate-and-test design process. Innovation at Apple is largely about shaping technology to the customer’s needs, not trying to force the user to adapt to the technology.

Regardless of how your designs were created, InVision and Marvel allow you to easily turn them into functional prototype websites. With InVision, you upload your page designs, and then link them together to make the website navigable. Then, you can carry out user tests on what, to the users, appears to be a real website, even though it hasn’t seen a smidgen of code. InVision also allows other people to give written feedback on your work-in-progress designs. You upload your designs, and then invite others to annotate them with whatever type of feedback you desire. Notable has similar functionality. Alternatives include Firefly and BugHerd. The Composite app connects to Photoshop files, turning them into clickable prototypes. To gather feedback on your work-in-progress videos, you can use Frame.io, a fantastic web-based platform. Alternatives include Wipster, Symu, Vidhub, and Kollaborate. Such services provide great benefits; it’s hard to gather and record such feedback even when everyone’s in the same room. Optimal Workshop provides several tools (OptimalSort, Treejack, and Chalkmark) to help you optimize your website’s navigation and information architecture. The tools are described in our article about card sorting. Alternatives for card sorting include SimpleCardSort, UsabiliTEST, and Xsort.

If you have economies of scale, penetration pricing often works best Would your business benefit from economies of scale? (Most web businesses do.) If so, your ideal pricing strategy may be penetration pricing—charging a low price, basing your financial model on eventually reaching market-dominating economies of scale. Supply-side economies of scale mean that your profit margins increase the more you sell, because as you sell more, your cost of sales (unit costs) usually becomes lower, and your fixed costs become a smaller fraction of your overall costs. Demand-side economies of scale mean that the more customers you get, the more value each customer gets from your service, for the following reasons. You may benefit from having a network of customers. For example, if a phone system had only two users, only one type of call could be made (one between User A and User B). If it had three users, then three types of call could be made (A–B, B–C and A-C). If it had twelve users, sixty-six different types of calls could be made. The overall value of a phone system to its users is roughly proportional to the square of the number of users. You may benefit from there being a market of complementary products and services. The project-management web app Basecamp has many integrations, which it promotes on its website. At the bottom of the page, Basecamp shows off how quickly it’s acquiring new users, to persuade other companies to add integrations. You may benefit from having a bigger knowledge base, more forums, or more trained users. The ecosystem of knowledge around a product can be valuable in itself. WordPress grows because it’s easy to find a WordPress developer and it’s easy for those developers to find answers to their questions. You may benefit from the perception that yours is the standard. Users are aware of the value of choosing the ultimate winner—especially when they have to invest time and resources into using your company—so they will be attracted by the perception that you’ll win.

Businesses have to stop thinking like a companies or corporations, we have to start thinking like customers. People is always the purpose for our business

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.

The experiential offering, or experiential value proposition (EVP), is the what of the service, and can be broken down into two main parts: what you want to offer and what your customers perceive as being offered.

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

product‐driven marketing (1.0) to customer‐oriented marketing (2.0) to human‐centric marketing (3.0).

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