How does an organization can be transformed it into a customer-centric company?
Octavio, Getting information about customer needs and expectations is key. You can use a “House of Qualtiy,” a survey, or create a scorecard survey to get information. You can use any aspect of the company that touches the customer (call center, sales, repair, support) to gather information on what customers have to say. You can hold a “retreat” and have aspects of the firm there and bring in customers to share their experience (this can be very powerful if there is resistance and doubt). I used this at a steel plant and it made a major shift. THEN you need to empower these sources to ask and get responses from the other areas in the firm that need to address the customer needs. In short you are turning the organization around from top down to customer up. This means that processes will need to be implemented and/or changed. People will serve those “lower” than them as the customer info flows “up hill.” I might also suggest that you institute regular meetings with “problem” areas to he
