Building a Business Around Customer Needs
Customer-centricity is the holy grail of modern business, but what does it really mean? In this episode, we'll dive into what customer-centricity looks like in practice, and how companies can build it into their DNA. Our guest, Chris Hood, is an expert in helping companies build their business around customer needs. He'll share real-world examples, best practices, and strategies for putting customers at the heart of everything you do.
Key Points
- AI is having a significant impact on various aspects of business and personal life, but it struggles to replace the nuanced human connection in areas like customer support, where empathy and understanding of human emotions are crucial.
- While AI can simulate personalization and learn from interactions, it still falls short in scenarios requiring genuine empathy, like granting a payment extension due to financial stress, indicating there's still a need for human intervention in customer service.
- Businesses must focus on customer-centric decision-making, ensuring that every technology investment or innovation directly addresses a customer's needs or solves a problem, rather than being driven by trends or internal motivations.
Customer-centricity isn't just about making your customers happy - it's about understanding their needs and desires and then building your business around them. It's about creating an ecosystem that caters to their wants and needs, not just selling them products and services. It's about creating an experience that delights them and makes them feel understood and valued.
Chris Hood is an internationally recognized voice, thought leader, and digital strategist with over 35 years of experience in online business and technology development. He often speaks to audiences about cultures of innovation, customer-centric mindsets, and digital acceleration. He currently hosts The Chris Hood Digital Show and consults with enterprises and startups about digital acceleration. Mr. Hood teaches business and information technology at Southern New Hampshire University and Colorado Technical University. He previously worked for Google, Fox Broadcasting, and Disney and co-founded Blind Squirrel Games.
Links mentioned in this episode:
Connect with Chris, find and subscribe to his podcast, blog, social media, and stay informed about his upcoming book, all at ChrisHood.com
Chapters
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Transcript
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