How to turn mission into vision
I have been talking a great deal about service-centricity as the foundation for customer-centricity. Let’s further that discussion to examine what it takes to execute a service-centric business strategy. I will be using the UCLA Hospital System because of my intimate knowledge of their operations, thanks to the opportunities afforded to me to work with…
Are you service-centric?
Previously, I’ve shared 4 customer interaction strategies that businesses either consciously or inadvertently deploy. Those strategies are product-centric, service-centric, customer-centric, and customer-adaptive. I hope I communicated that whichever strategy you choose is less important than how effectively you execute it. I will skip over product-focused business strategies and begin with a service-centric approach. Does your…