Customer Centric versus Customer Obsession

You may have heard Jeff Bezos discuss how much of Amazon’s success results from their continuous practice of “Obsessing over Customers.” A great concept, but Bezos provides little definition relative to exactly how Amazon goes about this “obsession.”

We work with dozens of organizations helping them to improve their customer service, and it begins with designing a “Customer Centric Organization.”

The diagram below outlines the key attributes of a Customer Centric Organization.

How Customer Centric is your organization?

© Shawn Casemore 2013. All rights reserved.