Critical Components for Building     a Customer-Centric Organization
What does it mean to be Customer-Centric?           The heart of the word customer is “custom.” Great companies understand...
What are the benefits of Centricity?        •      A profitable customer base        •      Clear understanding of how to ...
Commonalities of Customer-Centric Businesses
1.                       They see themselves not as a group of products, services,                        territories or f...
2.               They know how much money they make or lose with each of their                    customers or customer se...
3.                    They understand the individual needs of different customers                   and group them into op...
4.           They continually innovate by updating their customer segments and      sub-segments, improving their value pr...
5.          They create a completely unassailable customer-innovation advantage        based on models grounded in continu...
How do organizations become Customer-Centric?        1. Clear Vision. Everyone in the company understands what’s important...
About Us           Customer Relationships – Engage. Keep. Grow.           Customer Insight Group is a strategic marketing ...
Free Loyalty Report          Check out Customer Insight Group’s FREE Loyalty Report!          http://www.customerinsightgr...
Connect With Us                       www.customerinsightgroup.com                     linkedin.com/company/240235?trk=tya...
Upcoming SlideShare
Loading in …5
×

Critical Tips for Building a Customer-Centric Organization

4,644 views

Published on

The heart of the word customer is “custom.” Great companies understand this. They know building a value proposition around what customers really want – and will want in the future is the foundation far a competitive advantage and business success.

Who is Customer Insight Group?

Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies.

More CRM and Loyalty Marketing Resources

Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/

eBooks: http://www.customerinsightgroup.com/white-papers

Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops

Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program

Pinterest: http://pinterest.com/engagekeepgrow/



Published in: Business
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
4,644
On SlideShare
0
From Embeds
0
Number of Embeds
2,184
Actions
Shares
0
Downloads
6
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

Critical Tips for Building a Customer-Centric Organization

  1. 1. Critical Components for Building a Customer-Centric Organization
  2. 2. What does it mean to be Customer-Centric? The heart of the word customer is “custom.” Great companies understand this. They know building a value proposition around what customers really want – and will want in the future is the foundation far a competitive advantage and business success.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  3. 3. What are the benefits of Centricity? • A profitable customer base • Clear understanding of how to grow your business and profits, based on a deep knowledge of your customers • An ability to respond quickly to your customer needs and changes in your business environment • A faster, more efficient organization, as everyone beats to the same drum • Better protection in downturns, due to more loyal customers© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  4. 4. Commonalities of Customer-Centric Businesses
  5. 5. 1. They see themselves not as a group of products, services, territories or functions, but as a portfolio of customers.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  6. 6. 2. They know how much money they make or lose with each of their customers or customer segments and understand why.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  7. 7. 3. They understand the individual needs of different customers and group them into operational segments and sub-segments.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  8. 8. 4. They continually innovate by updating their customer segments and sub-segments, improving their value propositions as customer needs change.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  9. 9. 5. They create a completely unassailable customer-innovation advantage based on models grounded in continuous testing at customer touch-points.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  10. 10. How do organizations become Customer-Centric? 1. Clear Vision. Everyone in the company understands what’s important and there is unwavering belief that an intense focus on creating the best possible experience for customers is the best way to grow the businesses. 2. Intimate Customer Insight. Commitment to set aside “what we think we know,” replacing it with a current, accurate and data driven understanding of customers needs, preferences, and expectations. 3. Customer Value. Put your valuable customers at the core of strategy and day-to-day operations. Every action is first evaluated by its impact on customers. Valuable customers is an important term. It describes the most profitable customers, rather than the largest number of customers. 4. Collective Collaboration. Get employees at all levels involved. You need to help employees better serve customers with investments in training and enabling tools. 5. Constant Communications. Develop an explicit internal communications plan to make sure that your employees are kept up to date on the priorities and progress of these efforts. 6. Tie Rewards to the Outcomes You Want. Create metrics and reward customer experience success. The true commitment to customer experience shows up when employees get public acknowledgements and incentives for exceeding those goals.© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  11. 11. About Us Customer Relationships – Engage. Keep. Grow. Customer Insight Group is a strategic marketing company that uses customer information to help its clients engage in successful and profitable long-term relationships with each and every customer. Loyalty Marketing & Social Media Marketing Services: • Strategy • Design • Implementation • Program Management • Program Refinement© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.com Phone: 303.422.9758
  12. 12. Free Loyalty Report Check out Customer Insight Group’s FREE Loyalty Report! http://www.customerinsightgroup.com/white_papers/brochure_loyaltyreport_2011.pdf© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.comPhone: 303.422.9758
  13. 13. Connect With Us www.customerinsightgroup.com linkedin.com/company/240235?trk=tyah twitter.com/sallieburnett facebook.com/customerinsightgroup customerinsightgroup.com/rss-feed/ info@customerinsightgroup.com© 2012 Customer Insight GroupWebsite: www.customerinsightgroup.com Phone: 303.422.9758

×