A Reminder of our Mission

Posted by Rudy Vidal on March 30th 2008

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I was adjusting the FAQ portion of the blog and I came across one of the simple reasons we are doing this work. I thought I would post it, since it usually brings about considerable thought and good discussion.

The question is: Why is it that most business leadership is usually inconsistent and less than impressive in its commitment to customer satisfaction programs?

I won’t beat around the bush to give you my opinion and hope you will give us yours.

I believe reason for the inconsistency in customer centricity comes from the fact that most business leadership find customer centric programs to be short term expenses for unquantifiable, long-term results.

If we are able to show them that the short-term expense provides quantifiable short term results, I believe they will commit to changing their business and in turn changing the world.

The XCS methodology does just that.

2 comments

  • Tony Zambito says:
    April 1, 2008 at 6:05 am

    You pose a very good question. Most executives live in the short-term world that consist of needing results to show quickly. Think of the many “customer” initiatives that are launched with fanfare and then fade by the end of the year in many companies. A key reason for this, I believe, is that there is a lack of clarity and understanding of who their customers/buyers really are. Added to that is there is an inherent remoteness between customers and the organization that executives find difficult in closing the gap. One means of closing this gap is the use of customer/buyer personas that provide a common platform of communications aboout who customers are, how and why they make decisions, and how to create customer loyalty. Here is a link to a recent eBook I published entitled: The New Executive Mandate: Achieving Customer Centricity with Customer Insights and Personas – http://www.goalcentric.com/pdf/NewExecutiveMandateEBK.pdf. It offers further perspectives.

  • RudyV. says:
    April 1, 2008 at 11:19 am

    Tony,
    thanks for the comment. The personas concept is new to me, I like it.
    appreciate the link to the book, will study and send you any questions.
    Thanks for helping us build !

    Rudy V

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