Learn how strategic customer journey mapping goes beyond visualization to become a powerful tool for organizational transformation, breaking down silos and creating truly customer-centric experiences.
Blog on customer centricity
79 posts
Learn how to transform customer feedback into meaningful action with a closed-loop system that moves beyond collecting insights to implementing changes that drive loyalty and growth.
Discover how to measure the true ROI of customer centricity using an integrated framework that connects customer relationship quality, economics, organizational capabilities, and long-term value creation.
What is customer centricity? What does being customer-centric really mean? How to transform an organisation towards customer centricity effectively and sustainably? How to allocate scarce financial and human resources to the right customers and customer groups? These are just a few of the questions our clients regularly ask us. One […]
Jan Nyholm, founding partner at WATC Consulting AG, recently published a book on leadership that is definitely worth reading: 'Leadership, Assholes, Blockchain and YOU'
Organisations striving for customer centricity face two main challenges: to become customer-centric and to stay customer-centric. Our 7 steps towards a customer-centric organisation cover both the becoming – i.e. the initial transformation – and the staying – i.e. continuous optimisation. In our experience from more than twenty years of working […]
Wo man auch hinhört. wird über Kundenerfahrungen (Customer Experiences) und Kundenerfahrungs-Management (Customer Experience Management) gesprochen. Dennoch stellen wir immer wieder fest, dass wenige Leute eine ausreichend konkrete Vorstellung davon haben, was es braucht, um differenzierende Kundenerfahrungen erfolgreich zu definieren und im Alltag sicherzustellen. In diesem Artikel versuchen wir, die 6 […]
Organisationen, die sich Kundenorientierung zum Ziel gesetzt haben, stehen vor zwei Herausforderungen. Erstens kundenorientiert zu werden und es zweitens auch zu bleiben. In unseren sieben Schritten zur kundenorientierten Organisation befassen wir uns in diesem Artikel sowohl mit dem Werden – bzw. der initialen Transformation – als auch mit dem Bleiben […]
Erfüllt Ihr Unternehmen die vier Grundvoraussetzungen von Kundenorientierung (oder neudeutsch: Customer Centricity)? Wir werden oft gefragt, was es bedeutet, wahrhaft kundenorientiert zu sein. Viele im Internet zu findende, landläufige Definitionen helfen dem Praktiker nicht weiter. Unsere Erfahrung aus der Zusammenarbeit mit Klienten und aus der eigenen Forschung sagt uns, dass […]
Everybody and their dogs seem to be talking about customer experiences and customer experience management nowadays. However, too few people seem to have a good concept of what it really takes to do it successfully. This is why this article summarises the 6 steps of successful customer experience management from […]
Is your company living and breathing customer centricity? Experience and research show that there are four key prerequisites for customer centricity in commercial and non-commercial organisations.
And the times they are a-changin’ written in 1964 seems to be still true. Many industries have been in change over the last years with great impact on companies, employees, the supply-chain partners and the customers. Change is inevitable which means you can fuss about if it is good or […]
There seems to be a constant need to create new terms and definitions out there. Within the last two years customer obsession gets more and more attention. Although most companies struggle to understand what customer centricity means and how to apply, a new term arises in the east. So, the […]
Herzliche Gratulation zum Sales Excellence Award! Die Schweizer Auszeichnung für erfolgreiche und zukunftsweisende Verkaufs- und Vertriebsinitiativen wurde den folgenden Projekten verliehen
Pascal Bersier hat in seinem Artikel vor vier Wochen ein “neues” Banking gefordert, das aber keiner tut. Aus seiner Sicht gilt es die Kundenorientierung von Banken zu verbessern. Klingt erstmal gut. Bei den weiteren Ausführungen, wird aber gar nicht so sehr auf die eigentlichen Probleme Schweizer Banken eingegangen, sondern viele […]
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 […]
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.
