Tony Chapelle, Agenda, June 13, 2016
Many corporate executives and board directors advocate the benefits of the corporate organizational structure known as customer centricity. Rather than organizing a business into product or regional units, about 30% of Fortune 500 companies have set themselves up according to customer segments.
Recently, panelists at the global conference for the WomenCorporateDirectors Foundation discussed the concepts of centricity, customer satisfaction, marketing, loyalty and retention.
Davia Temin, a strategy and reputation consultant and CEO of Temin and Company in New York, says there aren’t many alternatives to being customer-centric in the long run. “It used to be that whether you [just] paid lip service to customer service was between you and the customer,” she says. “But today, when someone walks out of your store and has a bad experience, they can go to Twitter, Facebook or Yik Yak. So the board’s governance muscles have to get strengthened around the customer service experience because it’s a reputational opportunity, but also risk.” […read more]