The iconic 1980 Lakeside hit, Fantastic Voyage, invites listeners to leave behind the mundane and embark on a journey filled with unexpected delights. Breaking free of societal constraints and your own comfort zone has compelling rewards, but only if we’re ready to embrace the journey. Societal constraints extend to the business world, too. Quarterly earnings calls often compel business leaders to follow a path to short-term gains rather than focusing on customer-centricity and the long-term gains of that path.
Ilenia’s Vidili’s fantastic voyage began on the Italian island of Sardinia and took her Spain, the United Kingdom, Southeast Asia, and back to Italy. Along that voyage, she learned a lot about customer experience. Recently, she focused her efforts to write Journey to Centricity, a guide for companies willing to embark on a fantastic voyage that focuses on the most important stakeholder in any business – the customer.
We discuss:
• Her childhood experience growing up in Sardinia
• Her first experience in customer relationships
• Why companies still struggle to understand both customers and employees
• The relationship between Customer-Centricity and profitability
• The power of emotional connection with customers
• Why there is a trust deficit between customers and companies
• The barriers to Customer-Centricity
• A Sardinia-only food you have to hear about
Connect with Ilenia on LinkedIn
Ilenia’s Website
Music courtesy of Big Red Horse
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