IBM Global CEO Study 2012:: customer-centricity v industry “eccentricity”


Once you get over any revulsion to the term “customer centricity” it does make really good sense, UNLESS you are one of the many people who can’t see beyond a linear supply chain with customers at one end!

imageI loved the revelation that insurance CEO’s appear to be on-board with the “sentiment”. But then I remembered that, in business (particularly the Financial Sector), there is little scope for sentiment just plenty of time for rhetoric i.e. talking the talk to, such as, IBM, PwC, KPMG, etc.

Customer focus for insurance CEOs means getting everybody involved

  • Employees. “Empowering employees through values” is a key imperative for CEOs in 2012. Technical skills are necessary but not sufficient anymore. Flexibility and communicativeness become the most important personal traits.
  • Partners. “Amplifying innovation with partnerships” means thinking past the traditional partnerships with agents and brokers, to working with third parties in claims remediation and even in underwriting.
  • Finally, the CEOs themselves need to be involved. Customer centricity starts at the top, and 68% of insurance CEOs see customer obsession as the key characteristic a successful CEO needs.
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