Driving Business Growth Through Customer-Centricity

Embed the requisite customer focus into daily operations and place customer needs at the heart of every decision—driving customer loyalty, competitive advantage and revenue growth.

Introduction

• Your journey to customer-centricity

1. Navigating a Successful Customer-Centric Transformation

• Comparing product-centricity to customer-centricity
• Outlining the benefits of a customer-centric approach
• Exploring three dimensions of customer-centricity
• Surveying the customer-centricity ecosystem

2. Getting Leadership Commitment for a Customer-Centric Culture

• Creating a customer-centric compass
• Aligning business decisions with customer needs
• Modelling customer-centric behavior
• Evolving your strategies based on customer needs

3. Streamline Your Processes for Customer-Centricity

• Upskilling in customer understanding and empathy
• Breaking down silos to ease customer-centricity
• Fostering customer-centric cross-functional collaboration
• Finding the balance between tech and humanity

4. The Employee Role in a Customer-Obsessed Culture

• Providing customer-centric habits, tools, and training
• Creating engagement, autonomy, and recognition of excellence
• Co-creating with your customers
• Asking colleagues what to improve

Conclusion

• Customer-centricity is an ongoing journey