Making a company customer-centric must go along with a cultural shift. One key to such a cultural transformation lies in a leadership that has a convincing, yet realistic, narrative to tell and that is prepared to walk the talk. Transforming organisations need leaders who clearly communicate the company’s strategic intent, […]
Monthly Archives: November 2015
3 posts
Truly customer-centric companies are characterised by two elements: Firstly, they have got the offering, customer experience, touchpoint usage, processes and tools right to create mutual value – i.e. value both for themselves and for their customers. Secondly, they have an inclusive culture that allows working seamlessly across functional silos within […]
Okay. You have accepted the fact that the traditional “funnel” model for explaining customer decision making does not really work any more. Hence, you are now putting a lot of effort into delivering the right customer experience to fit your customers’ needs along their decision journey. But is the “customer […]
