Interesting article on the F@st Company (they are focusing more and more on CX topics) about how to make customer experience top priority in your company.
Mary Ellen Muckerman suggest to start with USEFUL as a first principle, this way you can ensure to place customer needs and experience in the first place.
Find also some short case studies in the article as a prove of the above mentioned principle and some good thoughts to keep in mind:
- Apple: Think how you can be useful in areas that are not necessarily in your core but still drive customers to your business.
- M-Pesa: Look for ways that customers are navigating around obstacles and build a business out of that.
- Zopa: Consider how you can connect your customers directly to one another. And have them create mutual value.
Soruce: F@st Company