Continuous improvement

First of all, you need to know that customer-oriented standards change in times of crisis, such as the outbreak of coronavirus. If you want to be ready in the current situation, download the Customer Orientation Guide in Crisis.
For about 20 years, organizations have been trying to align their performance with the concept of customer orientation. But according to the High Council of Marketing (CMO council), "Only 14% of organizations base their work on customer orientation, and only 11% believe that their customers will agree with such an image." . »
Now, the main question is what is the importance of customer orientation ?!
Today, the high volume and speed of customer-related information exchange has overwhelmed organizations. At the same time, the problem is that some organizations do not have an integrated technology and system for categorizing and describing their customers, and some of them lack the necessary executive capabilities to personalize communications and experiences.
However, the most common and perhaps the biggest obstacle to customer-oriented performance is, in essence, the lack of an organizational customer-oriented culture. Still, most organizations focus on product and sales. In this way, customer orientation is prioritized only in certain areas such as marketing. To implement a customer-centric strategy, the organization must have a culture consistent with the issue. In addition, to do so, it is necessary to employ leaders and managers who promote the need for such a mindset and its values ​​in their employees.