Aufbau einer kundenzentrierten Kultur: die ultimate Führungsaufgabe Viele Organisationen streben danach, kundenzentriert zu werden, doch trotz Investitionen in Kundenerlebnisinitiativen, Technologie und Schulungen bleiben die Ergebnisse oft hinter den Erwartungen zurück. Forschungen zeigen konsequent, dass die fehlende Zutat in den meisten erfolglosen Transformationen nicht Strategie oder Werkzeuge sind, sondern Kultur und Führung. Ohne die richtige organisatorische Denkweise und das Engagement der Führungsebene sind selbst die ausgefeiltesten Kundeninitiativen zu unterdurchschnittlicher Leistung verurteilt.
Transformation
20 posts
The future of customer centricity: from smarter segmentation and omnichannel excellence to predictive engagement, trust, and efficiency.
Effective change management: successful customer-centric transformation by aligning people, building capabilities, fostering collaboration.
Discover how life sciences organizations can create sustainable competitive advantage through customer-centric digital transformation that addresses real stakeholder needs across the healthcare ecosystem.
Discover how customer centricity transforms grocery retail through personalization, omnichannel excellence, and empowered teams – driving loyalty and sustainable growth.
Discover how leadership commitment and organizational culture form the foundation of successful customer centricity, and learn specific approaches to transform cultural barriers into strategic advantages.
Discover how customer centricity reshapes telecom success through the CCI framework, data-driven strategies, and agile transformation for unmatched loyalty.
Learn how to build a strategic customer insights capability that goes beyond data collection to create actionable understanding that drives business decisions and creates competitive advantage.
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.
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 […]
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 […]
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 […]
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.
Many companies we encounter in our daily work see the power of technology in delivering the traditional product or service (or something similar to it) more efficiently. Trying to do so is of course not bad – even though considerable investments often make it difficult to realise efficiency gains. The […]
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, […]
