Creating a customer centric organization (essential in downturns or upturns!)

1.    Whether you love your customers or are obsessed by them – you have to make your organization customer centric!

2.    Put the customer at the front and centre of what you’re wanting to do – in terms of innovating on their behalf, beating down their price, focus on their experience

3.    Customer centric organizations have CEOs / leaders that embrace the customer experience

4.    Set quarterly goals and themes around the customer and get the entire organization to focus on this

5.    A quarterly focus really builds the organizational subconscious and drives habits

6.    Make sure you’re not always making the “marginal decisions” against the customer!