This article was based on the interview with Jill Pavlovich of Albertsons Companies by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
Customer obsession is a mindset that drives priority decisions within an organization. When a company is truly customer-obsessed, it means that the needs and preferences of the customer are at the forefront of every decision that is made.
This mindset goes beyond just being customer-focused, where customer needs are considered but not necessarily prioritized above all else. Customer obsession requires a complete shift in thinking and a commitment to always putting the customer first and the customer experience.
In the podcast interview, Jill Pavlovich, Senior Vice President of Digital Shopping Experiences at Albertsons Companies, discusses the difference between being customer-focused and customer-obsessed. She explains that being customer-obsessed is not something that can be turned on and off, but rather a complete shift in mindset that influences how problems are approached and solved. This level of customer obsession drives priority decisions within an organization.
When a company is customer-obsessed, priorities are set based on what will best serve the customer. This means that resources, time, and energy are allocated to initiatives that will enhance the customer experience, improve products or services, and ultimately drive customer satisfaction and loyalty. Customer obsession also means that decisions are made with the long-term relationship with the customer in mind, rather than short-term gains or profits.
In the podcast, Jill Pavlovich mentions that being customer-obsessed requires thinking about problems differently and solving them in a way that prioritizes the customer’s needs. This means that when there are competing priorities or limited resources, decisions are made based on what will have the greatest impact on the customer experience. Customer obsession drives organizations to focus on initiatives that will create value for the customer, build trust, and ultimately lead to long-term success.
Overall, customer obsession drives priority decisions by ensuring that the customer is always top of mind. It influences how resources are allocated, what projects are pursued, and how decisions are made. When a company is truly customer-obsessed, every aspect of the business is aligned with the goal of delivering exceptional customer experiences and building strong relationships with customers.
