Sometime in the past, having a high Intelligence Quotient (IQ) was an essential element of leadership. Over time, emotional intelligence (EQ) complemented this ability to quickly and intelligently analyze facts. I'm convinced that leaders with a high degree of emotional intelligence are able to connect with their audience and engage them in a personal and … Continue reading Cultural Intelligence in Modern Day Leadership
Bias that Emerges from Unconscious Beliefs
Unconscious beliefs refer to the way we categorize people of certain social groups, drawing our conclusions from unique visible features, personal experiences or, more commonly, from the media or other people. The media plays a big role in the formation of unconscious beliefs when there is little to no time to engage in meaningful conversations … Continue reading Bias that Emerges from Unconscious Beliefs
Signs of a Customer-Centric Leader
Customer satisfaction requires the wholehearted commitment of the organization to the idea of customer-centricity. However, the leader is very crucial in this chain to ensure a successful customer experience. Being a customer-centric leader requires an understanding of what leadership entails. A leader must mobilize others to believe in and execute a particular strategy and deliver … Continue reading Signs of a Customer-Centric Leader
The Valuable Benefits of Customer Centricity
Business owners know they have to plan, and they do this by investing a significant amount of effort into mapping out their business plans and setting up their venture. However, some entrepreneurs become too engrossed in ensuring the success of the inner workings of their business, ignoring consumer needs in the process. Customer-centricity is an … Continue reading The Valuable Benefits of Customer Centricity
Why Empathy is Very Important in Modern Leadership
Most people do not consider empathy as a vital quality for effective leadership. Leaders are typically expected to be tough, controlling, and diligent visionaries who set employ their force of personality to chat firm course for the organization, and lead people through that path, right? Maybe the “command and control” tactic was an effective leadership … Continue reading Why Empathy is Very Important in Modern Leadership
Tips for Building a Customer-Centric Culture in Your Organisation
As you already know, every business or organisation exists to satisfy certain needs, solve specific problems and meet customer demand. Without customers for the products and/or services your company offers, you have no business in business. Your customers run the show: they make your company profits, pay the salaries of your employees and ensure your … Continue reading Tips for Building a Customer-Centric Culture in Your Organisation
My (Not Really) Customer-Centric Return Experience
Image source: maxart/Shutterstock.com modified by Tim-Frederik Kohler When it comes to managing returns and refund requests from customers, many companies today are barely prepared. As I have experienced myself, even the big corporates are lagging - what is this article all about. In most cases, many organizations are too focused on reducing the number of … Continue reading My (Not Really) Customer-Centric Return Experience
Marketing Management & Customer Centricity
Unlike in the past, where the product and brand are at the centre of the company, Rethinking Marketing[1] is all about customer-centricity. It explains why the right culture, incentives and customer-centric strategy must be created and driven from the top to be successfully implemented. Today, companies have the opportunity to interact with their customers and … Continue reading Marketing Management & Customer Centricity
3 Signs Your Company Is Not Customer-centric
"Customer is king!" This age-old business mantra underlines the importance of the customer in every business. What I believe the truth is, most entrepreneurs understand the importance of the customer and talk about providing quality customer experience, yet a significant number of companies are still a long way off ensuring their business functions like a … Continue reading 3 Signs Your Company Is Not Customer-centric
What it Actually Means to Be Customer-Centric
Working as a CSO, one could think that of course, you must be customer-centric... But I noticed that some of my peers don't really understand what customer centricity actually means, they are still too much “product” focused.