How to Make Your Company Think Like a Customer
Customers today expect an imaginative, high-quality experience in a multichannel environment. Regard this as an opportunity: Your company can leverage new strategies and technologies to create operations capable of making good on your customer-centric promise and growing your business.
Content: Article | Authors: Floren Robinson, Justin M. Brown | Source: Outlook Journal (Accenture) | Subject: Customer Related
Floren Robinson and Justin M. Brown
By definition, governance is about making decisions and handling exceptions. Yet too rigid an approach may limit innovation and the autonomy of individual managers to make the best decision for their parts of the business. On the other hand, leaders need to be wary of promoting an undisciplined “Wild West” mentality. Deciding where to draw such lines requires a thoughtful reading of company culture and … [ Read more ]
Content: Quotation | Authors: Floren Robinson, Justin M. Brown | Source: Outlook Journal (Accenture) | Subject: Corporate Governance
Floren Robinson and Justin M. Brown
Unaddressed customer feedback can have harmful repercussions, but if you develop the ability to gather and organize customer reactions, you can use them to inform and enhance your operations. Links across functions are usually required, since a poor customer experience with one channel is often communicated through another, only to have a third group tasked with resolution.
Content: Quotation | Authors: Floren Robinson, Justin M. Brown | Source: Outlook Journal (Accenture) | Subject: Customer Related