CUSTOMER OBESSION: Customer-obsessed organisations live Customer Obsession every single day across every single customer touch point. They dedicate themselves to honour the commitments they make to their customers. They continuously listen to their customers so they can work as one team to create even greater value for their customers. Map & Key’s mission is to enable both small and large companies across the globe to become truly customer-centric, while remaining profitable. We are passionate about assisting businesses to outperform their competitors by getting them to obsessively, compulsively focus on their customers. We are a business design practise specialising in co-designing and co-implementing business strategies with people, for people, resulting in customer-centric cultures, products, services and processes. We achieve this by moving companies from theoretical discussions around customer-centricity to a place where they can practically implement initiatives that will bring them closer to their goal. Working with many companies across multiple sectors, I found customer-obsessed companies: 1. Use customer feedback to continuously drive improvement 2. Establish customer focused leadership and governance 3. Design quality, meaningful customer experiences 4. Drive a culture that empowers staff to execute the desired customer experience 5. Ensure technology is not the customer experience driver but the enabler 6. Implement customer experience metrics that matter