Creating Customer-Centric Business Culture

by Brian Solis



In a post for his blog, Brian Solis explains why businesses need to evolve into a culture of customer-centricity, a culture of empowerment, and a culture of innovation.

Solis says that social media is a major part of that push and the future of business comes down to the ability to understand how technology affects decision making and behavior.

“It should come to the point where the recognition of new opportunities and the ability to strategically adapt to them becomes a competitive advantage,” he writes.

(See Customer Communication Strategy: Identifying the Most Effective Mediums)

Solis points out that the revolution in technology is also a series of real world revolutions that have and will continue to spring up in front of governments and businesses alike.

Solis cites a recent statistic that says Over 40 percent of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010.

According to the research, if the current trend continues, over 70 percent of Fortune 1000 companies will turnover from 2003 to 2013.

“This is about Digital Darwinism, when technology and society evolve faster than the ability to adapt,” he writes.

(See 5 Reasons Why Twitter Should Be Part of Your Customer Service Strategy)

Solis says it’s important to realize everything starts with articulating a vision for how your business will invest in customer relationships and experiences.

“From there, technology, processes, and systems will serve as enablers for that vision,” he writes.

For more on digital adaptation, read Solis’ full post here.