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CUSTOMER CENTRICITY
âA customer culture is
as fundamental to your
business as breathing
is to living. It is the life
force of your business.â
Dr Linden R. Brown,
Cofounder and Chairman, MarketCulture Strategies
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CUSTOMER CENTRICITY
âWhatâs best for the
customer is best for
the business.â
Chris Brown,
Cofounder and CEO, MarketCulture Strategies
5. John Stanhope,
Former CFO of Telstra. Chairman of Australia Post
âWhen the customer
makes you or your
business the centre
of what they do in
your solution area,
you have achieved
customer centricity."
CUSTOMER CENTRIC LEADERSHIP
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CUSTOMER CENTRICITY
"I would define Amazon
by our big ideas, which
are customer centricity,
putting the customer at
the center of everything
we do.â
Jeff Bezos,
Founder and CEO, Amazon
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CUSTOMER CENTRICITY
âThere is only one boss.
The customer. And he can
fire everybody in the
company from the
chairman on down, simply
by spending his money
somewhere else.â
Sam Walton,
Founder and Former CEO, Walmart
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CUSTOMER CENTRICITY
âThere is never a
good sale for Neiman
Marcus unless itâs a
good buy for the
customer.â
Stanley Marcus,
CEO, Neiman Marcus
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WHY CULTURE MATTERS
Dr. Peter F. Drucker,
The Worldâs Most Prolific Management Writer
âCulture eats
strategy for
breakfastâ
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WHY CULTURE MATTERS
Louis V. Gerstner Jr.
Former Chairman and CEO, IBM
âI came to see
in my time at
IBM, that
culture isnât just
one aspect of
the game - it is
the game.â
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CUSTOMER INSIGHT
âOur version of a perfect
customer experience is one
in which our customer
doesn't want to talk to us.
Every time a customer
contacts us, we see it as a
defect. I've been saying for
many, many years, people
should talk to their friends,
not their merchants.â
Jeff Bezos,
Founder and CEO, Amazon
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CUSTOMER INSIGHT
âConsumer
feedback
continues to be
our MOST
important
business driverâ
Howard Shultz,
Chairman and CEO, Starbucks
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CUSTOMER INSIGHT
âYouâve gotta start with
the customer
experience and work
backwards to the
technology.â
Steve Jobs,
Founder and Former CEO, Apple
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CUSTOMER INSIGHT
âConsumer data will be
the biggest
differentiator in the next
2 to 3 years.
Whoever unlocks the
reams of data and uses
it strategically will win.â
Angela Ahrendts,
Former CEO, Burberry
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CUSTOMER INSIGHT
âItâs very important to
have a FEEDBACK
LOOP, where youâre
constantly thinking
about what youâve
done and how you
could be doing better.â
Elon Musk,
Founder PayPal, SpaceX and Tesla Motors
16. A.G. Lafley,
Former CEO, Procter & Gamble
âI am a broken
record when
it comes to saying,
âWe have
to focus on the
consumer.â...
I donât think the
answers are just
in the numbers.
You have to get
out and look.â
CUSTOMER INSIGHT
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CUSTOMER INSIGHT
âWe really listened to
what our users
wanted, both
qualitatively listening
to the words they say,
and quantitatively
looking at behavior
that they take.â
Mark Zuckerberg,
Founder and CEO, Facebook
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CUSTOMER INSIGHT
âYou want to be extra
rigorous about making
the best possible thing
you can. Find
everything thatâs wrong
with it and fix it. Seek
negative feedback.â
Elon Musk,
Founder PayPal, SpaceX and Tesla Motors
19. âSome people say,
âGive the customers
what they want.â But
thatâs not my
approach.
Our job is to figure out
what theyâre going to
want before they do.â
CUSTOMER FORESIGHT
Steve Jobs,
Founder and Former CEO, Apple
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CUSTOMER FORESIGHT
"Get closer than ever to
your customers. So
close that you tell them
what they need well
before they realize it
themselves.â
Steve Jobs,
Founder and Former CEO, Apple
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CUSTOMER FORESIGHT
âAny company that
wants to put customers
firstâŚ.has to be willing
to think long term.â
Jeff Bezos, Founder and CEO, Amazon
And the 10,000 Year Clock Project
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CUSTOMER FORESIGHT
Mark Benioff,
Founder and CEO, Salesforce.com
âYou need to get to
the future, ahead of
your customers, and
be ready to greet
them when they
arrive.â
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CUSTOMER FORESIGHT
Philip Kotler,
Professor Kellogg School of Management
âGood companies will
meet needs;
Great companies will
create marketsâ
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CUSTOMER INSIGHT AND
FORESIGHT
âThe most important
single thing is to
obsessively focus on
the customer. Itâs our
job everyday to
make every
important aspect of
the customer
experience a little
better.â
Jeff Bezos,
Founder and CEO, Amazon
26. COMPETITOR INSIGHT
âIf you donât have a
competitive advantage
donât compete.â
Jack Welch
Former CEO â GE
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COMPETITOR INSIGHT
âWe watch our
competitors, learn
from them, see the
things that they were
doing for customers
and copy those things
as much as we can.â
Jeff Bezos,
Founder and CEO, Amazon
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COMPETITOR INSIGHT AND
FORESIGHT
Andy Grove - Former CEO, Intel
âSuccess breeds
complacency.
Complacency breeds
failure.
Only the paranoid
surviveâ
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COMPETITOR FORESIGHT
Gary Hamel,
Visiting Professor London Business School
âWinning in business
is not about being
number one â its
about who gets to the
future firstâ
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PERIPHERAL VISION
Sheryl Sandberg,
COO, Facebook
âSocial media has
created a historical
shift from the
historically powerful to
the historically
powerless.
Now everyone has a
voice.â
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PERIPHERAL VISION
George S. Day,
Professor Wharton Business School
âSeeing what is
happening and
responding effectively
is a key capability.
Arrive too early for the
party and there are no
guests, arrive too late
and you are cleaning
up the trash.â
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PERIPHERAL VISION
Meg Whitman,
CEO, HP
âWe are living in an age of
relentless disruption that
is being driven by
technology.
Threats and uncertainty.
Constant connectivity.
Instant Gratification.
New channels, markets
and business models.â
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PERIPHERAL VISION
Ginni Rometty,
CEO, IBM
âThe only way you
survive is your
continuously
transform into
something else. Itâs
this idea of continuous
transformation that
makes you an
innovation company .â
34. Richard Branson,
CEO, Virgin
âA company is
peopleâŚ.
Empoyees want to
know... Am I being
listened to or am I
a cog in the wheel?
People really need
to feel wanted."
EMPOWERMENT
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EMPOWERMENT
âFailure is an option
here. If things are not
failing, you are not
innovating enough.â
Elon Musk,
Founder PayPal, SpaceX and Tesla Motors
36. John Mackey,
Founder and CEO, Whole Foods Market
âBusiness is simple.
Managementâs job is to
take care of employees.
Employeeâs job is to take
care of the customers.
Happy customers take
care of the shareholders.
Itâs a virtuous circle"
EMPOWERMENT
37. Tony Collins,
Former CEO, Virgin Trains UK
âPut your trust in
people, not in
processes."
EMPOWERMENT
38. J W Marriott,
Chairman and CEO of Marriott International
âTake good care of your
employees, and theyâll
take good care of your
customers, and the
customers will come back"
EMPOWERMENT
40. COLLABORATION
âComing together is
a beginning;
Keeping together is
progress;
Working together is
success.â
Henry Ford,
Founder, Ford Motor Company
42. COLLABORATION
âThe secret is to
gang up on the
problem, rather than
each other.â
Thomas Stallkamp,
Former Executive from Chrysler Corporation
43. COLLABORATION
âCollaboration is vital to
sustain what we call
profound or really deep
change, because without it,
organizations are just
overwhelmed by the forces
of the status quo.â
Dr. Peter M. Senge,
Senior Lecturer MIT Sloan School of Management
44. COLLABORATION
âThe leaders who work most
effectively never say âI.â And thatâs
not because they have trained
themselves not to say âI.â They donât
think âI.â They think âweâ; they think
âteam.â They understand their job to
be to make the team function.
They accept responsibility and donât
sidestep it, but âweâ gets the creditâŚ.
This is what creates trust, what
enables you to get the task done.â
Dr. Peter F. Drucker,
The Worldâs Most Prolific Management Writer
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âBlame is not for
failure it is for
failing to help OR
ask for help.â
Jergen Vig Knudstorp,
CEO Lego
45
COLLABORATION
46. Š Copyright MarketCulture Strategies 2016
âEveryone says Toyota is
the best company in the
world, but the customer
doesnât care about the
world. They care if we are
the best in town or not.
Thatâs what I want to be.â
- Akio Toyoda, CEO Toyota
STRATEGIC ALIGNMENT
47. STRATEGIC ALIGNMENT
Alex Bard,
Former SVP and GM at Salesforce.com
âAs you grow, to get
everybody on the same
page you must
document what you
stand for by being very
clear about your values.
The first one is â
people matter.â
48. STRATEGIC ALIGNMENT
John Kotter,
Professor Harvard Business School
âLeaders establish the vision
for the future and set the
strategy for getting there;
they cause change.
They motivate and inspire
other to go in the right
direction and they, along with
everyone else, sacrifice to
get there.â
49. STRATEGIC ALIGNMENT
Warren Buffett,
CEO , Berkshire Hathaway
âFocus on your
customers and lead
your people as
thought their lives
depend on your
success.â
50. STRATEGIC ALIGNMENT
Michael Porter, Professor, Harvard Business School
Author â Competitive Strategy
âThe essence of
strategy is choosing
what not to doâ
51. STRATEGIC ALIGNMENT
Jack Welch
Former CEO â GE
âGood business
leaders create a
vision, articulate the
vision, passionatley
own the vision and
relentlessly drive it
to completionâ
52. STRATEGIC ALIGNMENT
âA mere 7% of
employees today fully
understand their
companyâs strategies
and whatâs expected of
them in order to help
achieve company
goalsâ
Robert S Kaplan â Professor, Harvard Business School.
Coauthor - The Balanced Scorecard
53. STRATEGIC ALIGNMENT
âIf the rate of change on
the outside exceeds the
rate of change on the
inside, then the end is
near.â
Jack Welch
Former CEO â GE
54. David Thodey,
Former CEO, Telstra
âAs a leader, I want
to be an agent for
the customer."
CUSTOMER CENTRIC LEADERSHIP
55. Tony Collins,
Former CEO, Virgin Trains UK
âA leader needs
passion, courage
and an ability to
listen."
CUSTOMER CENTRIC LEADERSHIP
Editor's Notes
Starting with customer experience reflects a customer culture.
Starting with these questions:
What is the impact on our customers?
What do we want them to do?
What do we want them to experience? Being deliberate about these things is really what sets companyâs apart