(Excerpt taken from Stephen Hewett's paper "The right way to do the right thing for the customer")
Here's our 8 step plan for maximising Customer Centricity within your organisation:
- Identify who your primary and secondary customers are.
- Identify the products and services they consume and through which channels (web, call centre, bricks and mortar and so on).
- Work out where the crucial ‘points of addition’ occur in adding value to those products and services.
- Make sure that the business areas involved in these points of addition understand how they each add value to these products and services.
- Align the organisational structure to support these points of addition.
- Minimise the activities that don’t add value to what the customer is getting from the organisation.
- Ensure that the correct measurements maintain and improve the processes.
- Support where appropriate with technology solutions.
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(Download the full whitepaper “The right way to do the right thing for the customer”)
If you want to know more, do feel free to get in touch as we have developed some helpful frameworks for the end to end delivery of customer centricity.
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