How important is customer centricity for retailers? Stationary retail businesses have been under pressure for quite some time now. And there is no end in sight. This warrants the question what it takes for them to do better – or for a number of retail companies even what it takes […]
watcadmin
89 posts
The authors of “Selling in the Age of Ceaseless Change: The 2018-2019 Sales Performance Report” discovered that customer centricity is key to sales success. They introduced three main characteristics of a successful sales organisation: Having a customer-centric culture Sales processes that are dynamically aligned with the customer’s purchase path Ability […]
Customer valuation and customer centricity need to go hand in hand, if a company wants to be and stay successful. We have been postulating for years now, that truly customer-centric companies have above average capabilities to create mutual value. This means that they generate high levels of value both for […]
Creating a customer-centric culture is one of the biggest challenge on the path to customer centricity. Here are a few thoughts on how to get there.
The big question for many marketing and sales managers is how to choose technology wisely and what this has to do with customer centricity. This article gives some helpful hints.
Innovation & Customer Centricity: While digital tools can advance customer centricity, customer-centric thinking must steer the use of digital tools.
Still many people think customer centricity is still a fantasy. It is something to put in the company’s mission statement but not something that is real. Apart from not believing that customer centricity exists, customer centricity is a hard and complex game to master. Please find five enticing stats that […]
Customer centricity is usually definied in a limited way with value creation for the customer (CX), not focussing on offerings or simply listening to the customer. So far there is no clear understanding what customer centricity really means. Our definition of customer centricity is composed of two central building blocks: […]
Research confirms the power of customer experience as many industries enter a switching economy. A separate report validates this trend, finding that three quarters of consumers switch to a brand competitor after just one bad experience. In response to this landscape, brands and businesses must prioritise customer experience at a […]
Project scope Measure and improve the performance of the touch points Set up of KPIs for each touch point Definition of a management framework Measure performance of touch points by applying the Customer Choice Analysis Definition of counteractive measures to improve touch point performance Results The client decided to adjust […]
Project scope Help the top-management of a global producer of electric motors to undertake a major shift in the company’s culture from product-orientation to customer centricity Assess the current mind-set and define the target culture Design and perform a series of interactive mobilisation workshops with top and middle management Design […]
Project scope Help a European wealth management provider redesign the on-boarding process for private banking clients in the Italian market in a way that that benefits both the clients and the company Uncover the expectations, needs and choice drivers of the target segments through sophisticated qualitative interviewing Create a blue-print […]
Project scope Assess and adapt the current business model in order to enable continuous growth while addressing new, formerly unknown, customer segments Generate deep and relevant customer insights on existing and new customer segments Review the existing business model Optimise the business model with special consideration of value proposition and […]
Project scope Help the national market leader in online ticketing, which has grown rapidly due to a successful focus on event organisers, to continue on its growth path by becoming much more focussed on end consumers Uncover how consumers get inspired to attend events (such as concerts), how they choose […]
Project scope Align touch point performance along the customer journey to create mutual value (for the company and the customers) for seven European markets (Germany, France, Italy, UK, Spain, Poland and Austria) of a global car manufacturer. Uncover the customer journey of today’s passenger car buyers and their choice drivers […]
Project scope Preparation and combination of existing information about the target group Analysis of the existing customer experience regarding willingness to pay, customer needs and add-on services with the help of the Customer Choice Analysis© Development of a segmentation as well as of offering bundlesBusiness model optimization Development of a […]
Project scope Design a customer experience, customer relationship approach and brand position that clearly differentiates the client’s brand in the customers’ eyes and allows to gain market share in Germany, France and the UK Understand the competitive landscape and the positioning of the client in customers’ eyes Uncover the purchasing […]
Project scope Re-design the customer experience for a leading, global producer of industrial robots Understand the purchasing processes, expectations and choice drivers of the buying centres within client companies Blueprint internal processes in order to identify major misalignments with expectations Re-design customer experiences for the most valuable customer segments Results […]
Project scope Definition of a brand identity and positioning Establishing a brand management function Assuring consistency at all touchpoints Implementing a CRM-System Definition of a CRM-Strategy Training Results The client has a differentiating brand with a clear positioning at every touchpont in a competitive environment. Furthermore, he has a clear […]
