Readings in English
The CFO: Key Player on the Customer Experience Team, HBR Whitepaper (2021)
What’s the right Customer Experience for your Brand, Harvard Business Review (2021)
4 Strategies to Simplify the Customer Journey, Harvard Business Review (2021)
Customer Experience Tools and Trends: Let No Tool Stand Alone, Bain & Company (2020)
How focusing on customers first and foremost can improve profitability, EY (2020)
Global Customer Experience Excellence Reports, KPMG (2019)
6 Ways to Build a Customer-Centric Culture, Harvard Business Review (2018)
The Value of Customer Experience, Quantified by Peter Kriss, HBR (2015)
The journey toward greater customer centricity, Ernest & Young (2013)
Readings in German
You like to get some actionable insights?
Check out our customer-centricity.org short whitepapers focussing on:
- Putting the customer on paper (Persona, Customer profile, Customer Journey and other helpful tools)
- Behind the facade of the customer (What kind of customer insight can we get with what kind of method or tool?)
- How much are my customers worth? (How to evaluate your customer base and how to identify the right ones)
- Customer Centricity starts with a Vision (On the importance of a customer-centric vision)
- Define Customer-Centricity for me (Definitions, basic understanding)