All enterprise leaders agree that, with out clients, there is no such thing as a enterprise. However settlement alone isn’t sufficient. Operationalizing buyer obsession — shifting mindsets, pivoting work duties, recalibrating efficiency, and discovering funding — is an enormous endeavor.
Let’s be clear: Buyer obsession doesn’t change sound enterprise fundamentals resembling practical merchandise, accessible channels, or a solution to make cash. However placing the shopper on the heart of your management, technique, and operations allows your organization to sense and reply to dynamic market situations, powering long-term development, particularly in a shaky financial atmosphere.
Attaining buyer obsession requires alignment, relentless dedication, and a eager eye for buyer understanding. This yr, Forrester launched its inaugural Buyer Obsession Awards to honor enterprises and leaders that achieved buyer obsession. We’re elated to announce the first-ever winners:
Buyer-Obsessed Enterprise, APAC — Dialog Axiata PLC
Dialog Axiata PLC has cornered greater than half of Sri Lanka’s cellular market, and for good motive. The corporate always invests in services that can enhance its buyer expertise — together with changing into the first firm to introduce a 5G community in Sri Lanka.
Buyer-Obsessed Enterprise, EMEA — Majid Al Futtaim (MAF)
Dubai has change into world-renowned for its leisure and recreation alternatives, a status due in no small half to MAF’s progressive procuring malls, resorts, supermarkets, and extra. MAF operates signature properties throughout the Center East and North Africa, together with the well-known indoor ski park, Ski Dubai.
Buyer-Obsessed Enterprise, North America — Greatest Purchase
As soon as getting ready to chapter, Greatest Purchase has achieved a surprising turnaround due to its customer-obsessed technique. From the chief workforce on down, Greatest Purchase demonstrates best-in-class alignment, which is the “secret sauce” that turns buyer obsession from good thought to executed technique.
Buyer-Obsessed Management Awards, North America
We awarded three management awards this yr. All three winners impressed us with how they impressed and empowered their group to infuse buyer obsession into each facet of the enterprise. The winners are:
- Elizabeth Killinger, EVP, NRG, and president, NRG House and Reliant, at NRG Vitality.
- Aarthi Murali, chief buyer expertise officer at M&T Financial institution.
- Amy Summy, govt vice chairman, chief advertising officer, and shopper lead at Labcorp.
We’re impressed by the shopper obsession journeys of those enterprises and leaders, in addition to these of everybody who submitted their tales. Lots of the winners and nominees will be part of us at our CX Boards to share insights into their profitable methods. Be part of us at CX EMEA Could 10–11, CX APAC Could 25–26, or CX North America June 13–15.
