Success through customer centricity
Putting the customer in the centre
So far, technological or financial advantages have been sufficient to differentiate us from the competition. Today, products/services and processes must be tailored to customers and their needs. The quality of the customer experience determines the economic success on the market.
Turning customers into fans
As a customer, you do not think in terms of processes and responsibilities, but perceive the company as one. Every positive but also negative experience is remembered. If companies focus on the needs of their customers, they can gain a competitive advantage that is not easy to copy. This is how customers become fans.
Designing the best customer experiences
Simply focusing on the customer touch-points is not enough. All processes inside a company are inter-linked. For this reason, the entire value chain must be customer-centric. In successful companies, the employees are the basis and the lever for a successful experience. Everyone contributes to what the customer ultimately experiences.
Bill Hobbs, FORBES