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: […]
Blog on customer centricity
96 Beiträge
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 […]
Die Digitalisierung ermöglicht Unternehmen, Kundendaten systematisch zu sammeln, auszuwerten und das Kundenerlebnis zu individualisieren. Reorganisationen sollten dieser Entwicklung viel stärker Beachtung schenken, da die Qualität der Kundendaten der wichtigste Erfolgsfaktor für Marketing und Vertrieb ist. Lesen Sie unseren Beitrag in der Swiss Marketing Review 3/2018
We should know that only 10% of people shop cloths online. But if you ask people, they think it is 20%,30% or even 50% – same situation in mobile shopping. Numbers in general are still low. Another great myth is the “Digital Natives”. The […]
In Kooperation mit der Hochschule für Wirtschaft Zürich (HWZ) ist unser Master in Sales Excellence erfolgreich im April gestartet. Wir freuen uns sehr, dass unsere WATC Academy einen grösseren Rahmen gefunden hat. Der Master in Sales Excellence baut auf unseren umfassenden Erfahrungen als Strategieberatung im Bereich Kundenmanagement und Kundenorientierung auf. […]
Mike Hakkens is Associate Partner managing the financial services and customer experience management practices at WATC Consulting AG. Here he shares his impressions judging this year’s UK Financial Services Experience Awards, which took place in London in July. Do outstanding experiences in Financial Services exist? Frowns and blank looks are […]
Every company should have absolute control over its touchpoints and the management of those should be on the executive agenda. A 360-Degree Touchpoint-Analysis delivers the basis for this and gives insights on how to treat touchpoints content-wise and financially. The importance of a 360-Degree Touchpoint-Analysis The buying behaviour of customers […]
The sense of customer journey maps Customer journey maps summarise the buying process of customers or customer segments based on market research findings. Thereby, the map shows where the experience of the customer begins and where it ends, how the interactions with the respective product or service look like, and […]
Today, it is all about frustration. At the end of 2016 there is a big why in our heads. Why are so many companies unwilling to ask what the customer really wants and act accordingly? How many meetings did we have in 2016 where managers fought for the idea that […]
Social media is powerful? You aim to get closer to your customers? You want to improve your customer centricity? And we all know – this has to be authentic and real, no? Watch another “brave” example of how organisations apparently underestimate the shift and resources which are needed to use […]
Latest trade shows offer beacon and other technical gimmicks to improve the customer experience at the physical POS. Like always – technology drives customer experience management. But if we take a break and think of what customers are seeking at the physical POS, it obviously is not a replication of […]
Digital technology creates new opportunities for new entrants and customers alike. Plenty of industries have already fundamentally been re-defined in a wave of digital disruption (music, newspapers, retail, travel, telecoms and advertising). Most incumbents did not see this coming or could not think of a suitable way to adapt their […]
