Chapter 3 Build One Team Around the Customer Who owns customer centricity? Ultimately, they want. Employees are simply not empowered to They overlay this culture with the tools and everyone does. That means collaboration must be serve the customer’s needs. information everyone needs to make it easy to your top priority. The only way to make real change collaborate across teams and departments in the happen is to connect silos and act as a unified team Customer-centric companies think carefully about service of the customer. so employees closest to the end customer are the customer experience and develop empowered to create enduring relationships. a customer-first culture to These same companies cultivate improve it. information transparency and Customer-centric companies have silos, too. celebrate team behavior. They have clear designations of who’s doing what for efficiency. But they equip distinct departments to share, collaborate, and deliver integrated customer experiences — down to even the most junior employees. Enable every employee to deliver the full force of the company What happens when a customer has a service issue? They speak to the first person they get from the company, and they don’t care what department the person is in. Unfortunately, and all too often, the customer ends up having to navigate the org chart to get what The Customer 360 Playbook 12