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Customer-Centric:
Looking from the Outside In
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What does it take for a company to be truly customer-centric or outside-in oriented?
Experience reveals several
obstacles conspire to prevent companies from becoming truly customer-centric. Our work helps our customers overcome the
obstacles that are preventing them from being as successful as they could be with a customer-centric approachobstaclesobtacles
include:
- A situational belief in being customer-centric: A claim to be customer-centric, but a reality that says this is true
only when it suits
- Failure to agree on what is meant by customer: Internal customers and channel partners among other "proxy customers" are
often confused with actual customers, preventing a true customer-centric approach
- Business processes that are designed for internal efficiency at the expense of customer-centricity: first be effective
(customer-centric) then be efficient
- Ineffective or insufficient voice-of-the-customer collection processes
- Not recognizing that the entire customer experience requires a customer-centric approach and that
brand experience and customer experience are not the same thing.
To find out how we would approach your specific needs:
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