“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.
Catriona is a User Experience Designer who has helped over a dozen organizations obtain a competitive advantage by delivering great user experiences across desktop, mobile, tablet and other channels.
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