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Opinion CX Execution

CX Success Formula: Obsessive Customer and Employee Centricity

Leading event registration company EventBrite is making a high profile entry into Australia as part of its ongoing international expansion. There have been a few interviews with the founders recently but one in particular by CMO magazine (link below this post) brought home some key central beliefs that are driving their success.

Here are some of our key takeaways inspired by the EventBrite’s success formula:

Only one way to be customer centric

Be obsessive about it. Dabbling in customer centricity isn’t enough to inspire the kind of innovation and progress that takes customer experience beyond satisfaction to delight

Fight the company centric ‘swing back’

The day to day challenges of growing a business can tempt leaders to drift back to ‘company centric thinking’. Resist it every time it rears its head — because its a trap that leads to decisions that hurt long term growth.

Define success from the customer view

The definition of success is what creates a destination your team will keep aiming for. Having a customer centric lens will help to replicate your successes and extend them into new areas.

Aim above customer satisfaction… to delight

Some people see that as a flighty goal but really it’s about reaching way beyond the emotionally neutral level of mere customer satisfaction — to customer love (of your offerings). Every company wants the growth power that comes from customers loving what you offer them.

Employees as customers

Serve those who serve your customers — it’s a hard thing to swallow for traditional minded execs but the new breed of leaders hire those who they are happy to serve as they serve their customers.

May 22, 2014 | Original Link
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