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cxpartners customer centricity

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Giles Colborne, Co Founder & CEO, cxpartners
The customer centricity challenge:
Everyone says they want to be customer centric, but it’s hard to pin down what that means. We’ve been talking to business leaders and thought leaders to find out what works, what doesn’t, and why organisations should make it their strategic priority.

Published in: Marketing
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cxpartners customer centricity

  1. 1. The customer centricity
 challenge
  2. 2. Yes - we have great software for social media listening.’ ‘
  3. 3. How would a leadership team measure customer centricity?’ ‘
  4. 4. NPS = 62
  5. 5. Everyone says they want to be customer centric, but no one can explain what that means.’ ‘
  6. 6. What we say What we do
  7. 7. What we say What we do The bullshit gap
  8. 8. People see looking after the customer as an expense.’ ‘
  9. 9. A customer centric organisation is one where every decision is taken with the customers’ needs in mind.’ ‘
  10. 10. A customer centric organisation is one where every decision is taken with the customers’ needs in mind.’ ‘
  11. 11. FINANCIAL METRIC BUSINESS
 METRIC BEHAVIOUR METRIC USER BEHAVIOUR
  12. 12. FINANCIAL METRIC BUSINESS
 METRIC BEHAVIOUR METRIC USER BEHAVIOUR
  13. 13. TASKS PREPARE SPECIFY BUY OWN WHAT
 CUSTOMERS DO Journey map
  14. 14. TASKS PREPARE SPECIFY BUY OWN WHAT
 CUSTOMERS DO DESKTOP MOBILE IN-STORE WHAT
 WE DO Journey map
  15. 15. TASKS PREPARE SPECIFY BUY OWN WHAT
 CUSTOMERS DO DESKTOP MOBILE IN-STORE WHAT
 WE DO PURCHASE SENTIMENT BUSINESS METRICS REVENUE: £17.25M Journey map
  16. 16. PHASE 1
 PROBELEM DEFINITION 10 10 PHASE 2
 
 PROTOTYPING 7 5 PHASE 3
 
 DELIVERY 4 3 LIVE PROJECTS COMPLIANT PROJECTS Process dashboard
  17. 17. Capability assessment People Process Governance FacilitiesCommunications Today Target
  18. 18. VALUE BEHAVIOUR CAPABILITY
  19. 19. Thank you

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