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Being customer-centric means investing as a company in tools and strategies to continuously understand your customers. Being innovative means searching out best practices to create a widespread culture of finding new and better ways to serve. If you can combine those two cultural mindsets across your entire organization, then you’ve really got a recipe for long-term success.
Today’s guest, Dennis Geelen, has built a company and written a book focusing on the theme of how customer-centric innovation (CCI) can permeate culture and touch every aspect of the organization. At its core, CCI is about getting into the mindset — as well as the heartset — of your customers by thinking and feeling right along with them.
Dennis is the Founder at Zero In and author of The Zero In Formula, which solves the problem of customer indifference by applying CCI companywide. He spoke with me about creating a compelling reason for customers to care by becoming your own customer and drilling into what drives customer lifetime value.
Dennis and I talked about…
• What the three main components of customer experience (CX) are
• Why indifference, not hate, is the opposite of love
• What CCI is and how affects culture
• How to calculate the lifetime value of your customers
• How to truly understand your customers
Building Customer-Centric Innovation Into Your Company Culture
Enjoy Episode 139 of The Customer Experience Podcast on the go by listening with your favorite podcast player …
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We also embed each conversation into these blog posts, so you can hear — and even search — the full recording with Dennis Geelen right here …
Video Highlights: Building Customer-Centric Innovation Into Your Company Culture
Check out the top five video highlights from the discussion with Dennis Geelen of Zero In…
1. The 3 Components of CX
2. Customer Centricity and Innovation Defined
3. Where Even Successful Companies Go Wrong
4. Customer Lifetime Value as the Metric
5. Truly Understanding Your Customers
Links Related to This Episode:
Similar Episodes You’ll Enjoy:
- “The Financial Side of CX: Which Customers Should You Invest In?” with Sarah Toms (Co-founder and Executive Director, Wharton Interactive)
- “Better Ways to Build Trust With Your Customers” with Charles Green (CEO of Trusted Advisor Associates)
- “Create Amazing Customer Experience by Being ‘Slightly Better Than Average’” with Shep Hyken (Customer Service and Customer Experience Expert)
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