Customer Centricity Takes Collaboration

Collaborative Overload
03/07/2018
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03/07/2018

A customer-centric culture is not just about offering good service. It’s a way of doing business that provides a positive customer experience before, during and after the sale in order to drive repeat business, customer loyalty and profits.

Elements of customer centricity include:

• Employees understand what customers want. They capture customer insights and share this across the organization.

• Employees focus on building relationships and presenting themselves in ways designed to maximize the customer’s experience.

• Leaders collaborate with employees, customers, and suppliers in order to analyze, plan and implement a business strategy that focuses on creating and keeping profitable and loyal customer.