Customer-centric leaders are those who put the good of the organization ahead of their own personal gain. They are leaders who recognize that it is together, as one organization, that the customer experience is created and delivered - it is down to everyone working in harmony.
Becoming a customer-centric leader starts with understanding and agreeing on what is encompassed in the role of a leader. The belief is that a leader exists to mobilize others to execute the strategy and deliver results in order to create value over a customer's lifetime.
In the context of customer-centricity, value is created by engaging with each customer as an individual i.e. What they want, when they want, how they want-no small feat! To do this effectively means changing systems, processes, capabilities, individual mindsets, and ultimately culture.
The language of customer-centricity in the 21st century is doing business with ease which is equally beneficial to the customer and the organization. Our guest on the episode today touched on helping leaders become customer-centric.
This edition of the "Women Series" features Tolulope Olorundero, CEO Mosron Communications as she speaks on "How To Be A Customer-Centric Leader".