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10 steps to a
customer centric
organisation
A publication of
We
Customers
There is only one boss. The customer.
And he can fire everybody in the
company from the chairman on down,
simply by spending his money
somewhere else.
- Sam Walton
In today’s competitive environment,
customer centricity is not aspirational –
it’s essential.
Why customer centricity?
… but you know that, don’t you?
It’s just … it’s not easy.
… but if it were easy
… but if it were easy
Everyone would be doing it well.
Don’t despair.
Don’t despair.
With the right tools,
program and support…
Any organisation
can get there
Any organisation
can get there
So let’s get started…
Here are 10 tips to create a
customer centric organisation
1. Have a clear,
customer-
centred vision
with top down
support
2. Make every business
decision in alignment with
this vision
3. Know what
customers want,
because you ask them
4. Tailor products/services to
what customers want Photographer: Harry Rubenstein Photo ID: 5780PB12F4C
5. Meet customer
expectations with every
interaction
6. Regularly measure
customer satisfaction and
change accordingly
7. Clearly communicate the
importance of customer
centric behaviour to every
employee
8. Measure and reward
customer centric performance
9. Employ and
promote people
who support
customer
centricity
10. Expect suppliers and
partners to model customer
centric behaviours U.S. Air Force photo/ Staff Sgt. Stephany D. Richards
Learn more
Download Now
Customer
Centricity, The Key
to a Sustainable
Future

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10 Steps to a Customer Centric Organisation