“My definition of a ‘customer centric’ culture is where people are asking the right questions to the right people, who are able and willing to collaborate to provide their insights. In such a culture, over time, individuals ask the right questions more often and get the right answers more often. This is a reinforcing feedback loop. As this culture takes hold, more and more of the solutions coming out of the group would yield positive customer experiences.” – Secil Watson
Read more from Secil in Richard Anderson’s Riander Blog entry “Breaking Silos.” Secil describes why collaboration and integrated work practices are critical to the success of any team.
Related posts:- Customer experience needs to be a competence, not a function
- Investing in the customer experience turns customers into advocates
- Creating great user experiences takes a multidisciplinary team that shares ownership of UX
- Rich, sensory experiences immerse users and lead to joy and satisfaction
- Customer focus is the beginning, middle and end of a successful web strategy
Catriona Cornett
