CUSTOMER CENTRICITY

CUSTOMER CENTRIC ORGANISATIONS REQUIRE COMPLETE CUSTOMER DATAA complete picture of customers across all of your systems isn’t just a nicety!!

A CUSTOMER CENTRIC NIGHTMARE

IT’S ALL ABOUT ME THE CUSTOMER

A CUSTOMER CENTRIC CHECKLISTTypical checklist for customer centric organisations

Map customer journey and lifecycleRefine operating model to enable customer centricityAlign technologies & processes to support & drive customer engagementEngage executives and leadersFocus development around target areas and behaviour changeIntegrate disparate business unit culturesTransform culture top to bottomMeasure change using key metricsIncorporate customer feedback into processes and behaviours

DROWNING IN DISPARATE DATA

Q: How do we enable our organisation to deliver on the increasing demand for a celebrity customer experience?

Focus on the basics & create a single customer view

The right data from the right data sources, all the right timeThat data needs to be available in the right place, all the timeIt needs to be available to the right people, all the timeProvide it on the right platform with the right tools, all the timeMake this your default and not the exception, all the timeYou must do all of that before you will see a customer centric ROI

CELEBRITY CUSTOMER EXPERIENCE