The following Customer Centricity Insights and articles are brought to you by customercentricity.org/ Caroline Schliephake.
Customer Centricity can be defined as putting the customer first, without forgetting your own interest.
Your action should all be focusing on making your customer:
- happy (and paying),
- recommend you (more paying customers) and
- help you to become even better (keep your customers).
In this sense, Customer Centricity is not only a marketing thing. It’s more a culture! Therefore, it needs to start with changes on top management level and reach every single person in contact with the customer or in charge of something the customer will see, feel or hear (so basically everybody!).
Firstly, it starts with a customer-centric vision. Secondly its followed by figuring out who the most valuable customers are. Thirdly this means creating an in-depth understanding of these customers. And fourthly using these insights to build a perfectly matching offer, creating a targeted sales and communication strategy.
Do you want to get some more brain food on Customer Centricity?
Below articles and whitepapers might just be the right thing for you:
Would you like to do some in-depth reading? Check out the recommended books.
Articles and insights from other external sources can be found here.
If you like to read about any other topic in the Customer Centricity Insights section, drop me a note at schliephake@centricityconsuling.de. I will be happy to provide you with even more insights.