Professor Tom Lambert of TripleIC believes customer centricity is more than just a buzzword.
Customers: the keys to prosperity -
Part 1 | Part
2
Tom Lambert: customer care that is far above average creates a ‘success spiral’
‘Customer centricity’ is a simple concept, but it has proved
difficult for many organisations to move beyond the concept
to effective action.
Customer centricity demands that you make the customer the
driving force of the business. In essence it is a matter of
treating customers like people; finding out and anticipating
what they want and expect, and being ready to change internal
processes to redesign or excise those that fail to deliver
real customer value, is one key aspect.
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