Скачать или смотреть Client Centric and human centred selling - Sue Barrett (Talking Sales 326)

Are many organisations truly client centric, or are they essentially tokenistic?

According to the sales and leadership expert, Sue Barret, the companies that are genuinely client centric, or more to the point human centred, have built sustainability in their business. People (and organisations) prefer doing business with such companies. Yet most companies still struggle with becoming truly client centric.

In this short video Sue shares her view of what is meant by genuine client centricity and human centred business and why it is vital for future survival and growth. She also provides insight into what we need to do in order to achieve it.

To quote Sue; "Basically businesses are created in the first instance to answer human needs so it makes sense that our businesses and people are client centric and human centred. That would mean that we are looking at how our businesses serve human needs and requirements and priorities.
If we become human centred, we then have to actually pay attention to humans, ironically. That means our staff, our suppliers and our customers".

Sue quoted management guru Peter Drucker; "The purpose of business is not to make a profit, but to satisfy the needs and expectations of customers".

Some of the points Sue makes are:

Client centricity needs to be the primary mark of success, profit is an outcome, not the primary objective.
Get obsessed with being human centric, not with metrics. We too often reduce everything to some sort of number.
human centricity needs to be at the heart of all our business decisions
we need to treat people with dignity and respect
Leadership needs to be servant oriented

I encourage you to watch the video to gain value from Sue's insight and recommendations.

If your organisation is client centric please share some of what has been done to achieve it in the comments below.