Comments on: Customer-Centric and Customer-Centered Organizations: Which Do You Prefer?

By: Spin Sucks: Professional Development for PR and Marketing Pros

Spin Sucks: Professional Development for PR and Marketing Pros — Fri, 01 Mar 2013 13:17:33 +0000

[...] Dietrich wrote about the idea of neuromarketing around customer-focused organizations last month so I get that it’s happening. I mean, some [...]

By: Is Neuromarketing Good for Us? | Spin Sucks

Is Neuromarketing Good for Us? | Spin Sucks — Thu, 18 Nov 2010 18:01:25 +0000

[...] Dietrich wrote about the idea of neuromarketing around customer-focused organizations last month so I get that it’s happening. I mean, some [...]

By: Customer Opinion, Maybe, But Do You Bet The Store On It?

Customer Opinion, Maybe, But Do You Bet The Store On It? — Tue, 05 Oct 2010 14:58:06 +0000

[...] Gini Dietrich’s tweet (shown here in Tweetdeck), I had to click. I ended up with Gini’s post Customer-Centric and Customer-Centered Organizations: Which Do You Prefer? on the Spin Sucks blog. And an explanation: Neuromarketing is fascinating and I’ve been studying [...]

By: Communication and Marketing Trends for 2011 | Spin Sucks

Communication and Marketing Trends for 2011 | Spin Sucks — Tue, 05 Oct 2010 12:58:21 +0000

[...] Customer engagement. We talked about this a little bit yesterday, in terms of customer-centric vs. customer-focused organizations. If companies do not engage their customers, I mean really engage them as human beings and not as [...]

By: Tweets that mention Customer-Centric and Customer-Centered Organizations: Which Do You Prefer? | Spin Sucks -- Topsy.com

Tue, 05 Oct 2010 02:28:52 +0000

[...] This post was mentioned on Twitter by Gini Dietrich and Shaun Rudy, prof.tyler durden. prof.tyler durden said: RY @ginidietrich: Customer-Centric and Customer-Centered Organizations: Which Do You Prefer? @spinsucks http://ff.im/-ryAgo [...]

By: Gini Dietrich

Gini Dietrich — Mon, 04 Oct 2010 22:16:17 +0000

Great. I didn’t think writing a blog post would add to my never-ending reading list!

Erik and John: I agree customer-centric is the wave of the future. It’s MUCH too easy these days to ask our customers what they want…and not in the form of a survey, but by engaging them and making them feel part of the process. To Rebecca’s point, making them feel like they have a say and you do something with it.

Jeannie: AWESOME video! LOL!! Only you… that guy is a total dweeb too. Freaking awesome!

Anna: GREAT point about customer-centric organizations starting at the top and drilling into each employee through culture and values.

Rebecca: It’s funny how people DO shut the door when we ask for feedback, isn’t it?! I remember the first time we did a client satisfaction survey. I had to personally call all of them and explain why we were asking. They all said, “But we’re happy. Why do we have to take the survey?” It was then that I began to figure out a way to get constant feedback.

By: Rebecca

Rebecca — Mon, 04 Oct 2010 20:55:45 +0000

As a consumer, I would love for a company to ask what would make me a more loyal or engaged customer. If I felt they followed through on my opinions, I certainly would become a more loyal customer. On the flip side, if I take the time to offer my feedback, and it’s ignored, then my brand view goes down. So a company must have a strategy in place to do something with the content, good and bad, they receive.
As a marketer, I try to be customer-centric and ask my customers what I can do to better meet their needs. But it’s a dauting task, it’s easier to make generalizations. Plus, I find some put walls up when I ask for their feedback, and I think, I’m asking so I can make your life easier! Why is it, that as consumers, we get closed off when asked for our opinions, even if it’s for our benefit? How can I tailor my approach to get more and better feedback without putting anyone off?

By: Anna Barcelos

Anna Barcelos — Mon, 04 Oct 2010 19:24:08 +0000

I just finished reading “The Buying Brain” by Dr. A.K. Pradeep – a great book that focuses on how the brain works when making purchasing decisions and what organizations can do to tailor products and services to consumers’ “subconsious minds.” Apple has already got this down. However, I don’t think Apple is customer-centric.

It takes a true focus for an organization to become customer-centric starting at the top with the customer-centric culture. FedEx and UPS are examples of customer-centric organizations.

I would opt for customer-centric of course, but the commitment must be there from the top, and it must be translated through the ranks into goals that are relevant to each employee/department. Each individual has a clear understanding of their part in satisfying customers.

By: Jeannie Walters

Jeannie Walters — Mon, 04 Oct 2010 18:55:08 +0000

Gini – Thanks for the shout out, and thanks for this discussion. The point I think is great is companies even thinking about this at all. I’ve often found a paradox in my work – those companies that hire me for an intense (and often painfully honest) review of their customer experiences are those companies that care about their customers anyway. Loads of companies are happy to stick their heads in the sand, even if their customers are leaving in droves. So while neuromarketing is a really fun, compelling piece of all this, I believe engagement trumps all else. And the irony is those that take a good look at what’s actually happening are the winners – even if the truth hurts.
Oh, and my favorite piece of content on neuroscience is courtesy of NeuroFocus and Dr. Pradeep – a hip hop video about the study of the brain – it doesn’t get much better! http://www.youtube.com/watch?v=RUzo7fhRpFY

By: John Kosic

John Kosic — Mon, 04 Oct 2010 18:42:16 +0000

I believe that the Customer-Centric Model is they way of the future, and have to agree with Erik’s comments. Technology has brought upon us an innovation evolution that has placed the customer in the center of the market process. An excellent book to go with Erik’s reading is a book titled “Sensory Marketing” by Aradhna Krisha.