The document discusses the challenge of customer centricity within organizations, emphasizing that while many leaders claim to prioritize the customer, they struggle to define and measure it. It highlights the importance of making decisions based on customer needs and outlines various metrics related to user behavior and revenue. Overall, it stresses the need for a customer-centric culture that reduces the perception of customer care as an expense.

1. The customer centricity
challenge

2. Yes - we have great
software for social
media listening.’
‘

3. How would a
leadership team
measure customer
centricity?’
‘

4. NPS = 62

6. Everyone says they want
to be customer centric,
but no one can explain
what that means.’
‘

7. What we say What we do

8. What we say What we do
The bullshit gap

9. People see looking after
the customer as an
expense.’
‘

10. A customer centric
organisation is one where
every decision is taken with
the customers’ needs in mind.’
‘

11. A customer centric
organisation is one where
every decision is taken with
the customers’ needs in mind.’
‘

12. FINANCIAL
METRIC
BUSINESS
METRIC
BEHAVIOUR
METRIC
USER
BEHAVIOUR

14. FINANCIAL
METRIC
BUSINESS
METRIC
BEHAVIOUR
METRIC
USER
BEHAVIOUR

16. TASKS
PREPARE SPECIFY BUY OWN
WHAT
CUSTOMERS
DO
Journey map

17. TASKS
PREPARE SPECIFY BUY OWN
WHAT
CUSTOMERS
DO
DESKTOP
MOBILE
IN-STORE
WHAT
WE DO
Journey map

18. TASKS
PREPARE SPECIFY BUY OWN
WHAT
CUSTOMERS
DO
DESKTOP
MOBILE
IN-STORE
WHAT
WE DO
PURCHASE
SENTIMENT
BUSINESS
METRICS
REVENUE: £17.25M
Journey map

19. PHASE 1
PROBELEM DEFINITION
10
10
PHASE 2
PROTOTYPING
7
5
PHASE 3
DELIVERY
4
3
LIVE PROJECTS
COMPLIANT PROJECTS
Process dashboard

20. Capability assessment
People
Process
Governance
FacilitiesCommunications
Today
Target

21. VALUE BEHAVIOUR CAPABILITY

24. Thank you