Customer-centric companies are 60% more profitable than those that aren’t.*

If your customer program begins and ends with a survey, you’re only scratching the surface. Customer centricity is an organizational mindset and operating model that puts real customer needs, expectations, and emotions at the center of every decision. When done right, it drives revenue, loyalty, and efficiency.

Our new playbook shows you how to get there:

• 30+ do’s and don’ts for becoming more customer-centric
• Research on the impacts of customer centricity on revenue
• The one tool you need to break silos and connect insights across marketing, sales, product and operations
  

Get the playbook here:

Customer centricity - What it is, why you should care, and how to achieve it [download]

Here's a sneak peak on what you can expect to learn:

What is customer centricity and why is it important?

Customer centricity is more than just good customer service – it is a framework for how to run your business and a cultural setting for what your people do at work. It requires building your business from the outside in, aligning strategy and operations to real customer needs, expectations, and emotions.

How does a customer centric approach drive revenue?

Prioritizing customer needs has proven to yield long-term shareholder value. Meeting or exceeding customer expectations has a direct correlation with revenue growth - positive customer experiences boost satisfaction, leading to repeat business and advocacy.

How can I become more customer centric?

Becoming customer centric requires buy in across the entire organisation. Here are some key aspects to becoming customer centric:

• Use deep customer insights to guide every decision
• Rather than pushing products, focus on delivering solutions that meet customer needs
• Treat customer satisfaction as a leading indicator of long-term profitability
• Use cross-functional team and avoid highly hierarchal structures to keep everyone close to real customer needs
  

For the full step-by-step playbook of best practices across growth, loyalty and retention, and operations teams, download the white paper here:

Customer centricity - What it is, why you should care, and how to achieve it [download]

*Deloitte (2017) Customer-centricity: Embedding it into your organization’s DNA.