Customer experience belongs on the executive floor
"Customer centricity is above all one thing: leadership, that is, working on people and with people." Says Johannes Ceh, keynote speaker, author, and consultant for new forms of collaboration and digital responsibility. The work and organizational psychologist and trained journalist talks with Detecon consultant Mike Kaiser about how he achieves a new level in the customer relationship with his clients: at the system, process, and leadership levels. The concrete framework for this is provided by the Seven P's of Customer Experience.
Johannes Ceh helps companies align digitization with customers and employees. He says employees and customers must not be in competition with each other. In his current book project, Johannes writes about "The Age of the Customer." For him, (re)thinking through the customer lens is the essential axis for being successful in digitization.
The podcast is only available in german language.