Herzliche Gratulation zum Sales Excellence Award! Die Schweizer Auszeichnung für erfolgreiche und zukunftsweisende Verkaufs- und Vertriebsinitiativen wurde den folgenden Projekten verliehen
Blog on customer centricity
86 posts
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.
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 […]
Es gilt zu klären, wie die Realisierung von Customer Centricity erfolgen sollte? Die HSG hat in der Vergangenheit ein Forschungsprojekt zu diesem Thema lanciert. Die Forscher definieren CC wie folgt: “Customer Centricity is concerned with the process of dual value creation, whereas the paradigm lies on creating value for the […]
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: […]
Der Hidden-Champion Bien-Zenker (grösster Fertighaushersteller Europas) ist als Kundenchampion 2019 von der FAZ und der Deutschen Gesellschaft für Qualität ausgezeichnet worden. Grundlage für die Kür zu “Deutschlands Kundenchampion” ist eine umfangreiche Kundenbefragung. Deren Kern ist das “Fan-Prinzip”, das die relevanten Kriterien für den Unternehmenserfolg abbildet. Erfolgreich ist demnach, wer mit […]
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 […]
Die Marktentwicklung im deutschen Online-Handel zeigt sehr spannende Entwicklungen. Onlinehändler mit stationärer DNA wachsen wieder am stärksten – auch über Marktplätze. Amazon drückt das Wachstum der Internet-Pure-Player (ohne Marktplätze) und wächst kaum noch über den eigenen Handel sondern im Wesentlichen nur über den Amazon Marketplace. Somit sollte das Thema stationärer […]
Vor Ostern ist der Studiengang Sales & Distribution an der HWZ erfolgreich gestartet. Die Studierenden erhalten eine umfassende Ausbildung im Bereich persönlicher und digitaler Verkauf. Wir freuen uns auf Studierende aus so vielen unterschiedlichen Branchen und ein starkes und begeisterndes Dozierendenteam. Wir wünschen allen eine tolle Zeit (die immer viel […]
Many confuses customer centricity with customer experience. This article highlightens that customer centricity is a strategy as customer experience is a result based on customer-centric initiatives.
Our latest publication on smart data: The digitisation of the physical sale seems to be forgotten. Although there is an enormous potential for growth for retailers in industries like automotive, fashion, tourist, furniture etc.. Based on a pilot project with our application CE-POS in a car dealer, we unveil how […]
Conventional wisdom is so strong. Especially in the field of customer centricity. In workshops and classes, we always participants whether they believe that the purchase behaviour of women is more emotionally driven than men`s behaviour? Surprisingly most people still think that the women`s purchase behaviour is more strongly driven by […]
Business model generation is vital for many companies. A lot has been discussion about value proposition design and customer benefits. One thing that is still quite unrecognized is customer value modelling within the value proposition design process. Coop and Swisscom launched siroop and adapted the business model soon after the […]
