SPOTLIGHT ON CUSTOMER-CENTRICITY: A STRATEGIC STORY

We believe that successful companies are close to their customers. We love commercial and we love customer but most of all we love the sweet spot where value for both lies.

Our Customer-Centric™ Ecosystem draws on organisational, cultural and customer insights to inform the many elements required for a company to become truly customer-centric and create significant value.

We believe that one of the most important elements to get right is the STRATEGIC STORY, making it clear in an organisation the positive commercial impact of being customer-focused.

While there is lots of research done on the impact of a customer-first strategy and its positive ROI

• Walker found that 86% of buyers would pay more for a better experience

• Genesys showed that improving the experience for customers is the key to increasing retention, satisfaction and sales

• Deloitte and Touche claim that customer-centric companies are 60% more profitable

• Bain & Company research shows that increasing customer retention rates by 5% increases profits by between 25% and 95%

But unless this is translated into something tangible in your business customer-centricity will struggle to get traction.

So what is the benefit to your business? What is your strategic story for being customer-centric?

As always, we are happy to talk about how it might help you.