Established in 1992. 100K+ Professionals qualified since 2006 in 124 countries.
Many companies have made significant investments to enhance their customer experience and process management capabilities. However, these investments haven’t always delivered expected results. Why? Most companies are using an outdated customer model that doesn’t account for how the world is quickly evolving and how this has impacted customer behaviour. Companies also are investing in customer centricity initiatives without understanding who their customers are and their real needs.
Without a clear, outside-in line of sight to what your customers true needs and successful outcomes are, you will never be truly customer centric. Change is a must. Every person in the organisation needs to make the customer their True North. Companies that successfully do this can attract new customers, increase customer retention and drive revenue growth.
Without a solid, informed and innovative customer centric strategy that permeates every level of the organisation, this will never happen. Luckily you are in good hands, we have helped many of the world's best performing companies create and execute a customer centric vision and culture.
Traditional, outdated methods urge us to standardise processes as if a customer was a part on a production line, whereas to be truly customer centric we need to do the opposite and treat customers as the individuals that they are and customise their experiences. This is easier to do that you might think.
89%of companies expect to compete mostly on the basis of customer experience. 87% of buyers will pay more for a better customer experience. Customer centricity has never been more important.
So no matter if you are just stating out on your customer centricity journey and need a hand to hold or have already left the station and are looking for a boost, get in touch with our team today.