How focusing on customers first and foremost can improve profitability, EY (2020)
Profitability improves through customer centricity A radical commitment to deeper customer centricity and employee engagement can translate into real competitive…
The Value of Customer Experience, HBR (2015)
Peter Kriss has found it is possible to quantify the impact of customer experience—and the effects are huge. Customer experience…
Top 10 reasons why CUSTOMER CENTRICITY is more important today than ever (09/2020)
Customer Centricity has been a topic for years. It is nothing new. If we add the era of „the customer…
Customer Centricity starts with a Vision (07/2020)
A vision explains, where the company wants a certain group of people to be, because of the company’s services. In…
Define Customer Centricity for me (1/2020)
Customer Centricity can be defined as putting the customer first, without forgetting your own interest.Meaning that your action should all…
Customer First – How to create customer centric business, KPMG (2017)
How to create customer centric business and compete in the digital age. Today’s customers are better informed, better connected and…
Global Customer Experience Excellence Reports, KPMG (2019)
Customer first. Customer obsessed. Everything about the customer is changing – motivations, connections, expectations, time and purchasing power. Life events…
Why Customer Centricity matters. (Peter Fader, 2011)
Watch Peter Fader explain Customer Centricity and why it matters. Peter Fader from the Wharton School (University of Pennsylvania) is…
What customer centricity means for a company: it needs to become a fundamental part of it to develop its full power! (Ranjay Gulati, 2010)
Ranjay Gulati from the Harvard Business School explains in this video, what customer centricity means for a company. In his…
The journey toward customer centricity, Ernest & Young (2013)
The journey toward Customer Centricity. In this paper, EY explores how technology is changing consumer dynamics. Additionally they show how…