The Customer-Centric Core
If I had to ID one element of the customer-centric company that really works, I would call out experience. Our 1to1 Weekly story asks this week, what is the secret for customer-centric companies? But I don't think there's an acutal secret. It's right out there for everyone to see. The companies that achieve consistent financial results have a unique customer experience. The reason Lexus outsells Lincoln is the customer experience from the dealer to the contact center to the TV commercials. The reason Virgin Mobile continues to grow when its rivals are consolidating is the customer experience that's geared toward the way its target audience (kids) use cell phones. It's pretty simple. The customer experience is the brand promise and the value proposition.
