Customer Centricity

Changing added value needs comprehensive customer centricity



The global added value transform into an increasing Experience Economy: The Customer’s Experience become the primary product. Customers voting with their feet every day: they do shop where the experience matches with their needs. Many Companies have taken up the cause of Customer Orientation and started programms for that issue.

Only for Customers relevant Experience Design allowes to differentiate from the competitors and to call higher prices: Quality and Relevance determine economic success.


No Company exists without Customers. It does not even matter if your Customer is a Consumer (B2C), a Business Client (B2B) or a internal Customer.
Many Companies rigidly align with the Customers, try to be liked and to give exactly what they wish: Companies do not anticipate, they just ract and in accordance to that the Organization is not effective and so are the delivered Customer Experiences. Many Companies see their work by executing Customer wishes and less in adressing real, often hidden Customer Needs. That is why a certain number of Companies work on symptoms of a inadequate Experience Design like Churn and decrease of sales and loyalty. They focuss on customer retention, influence and short term sales goals.

In a comprehensive Customer Centricity Companies align with the customers and take care of healthy and reflective self-image. Real Customer Centered Companies anticipate latend Customer Needs and design Customer Experiences that allow employees to exemplify and support this vision. They do take care of a healthy balance between Customers and Companies Needs in order to exist sustainably. They bring knowingly both aspects together.

But Customer Experiences are just the peake of the iceberg: There are many different factors which influence the Quality of Experience. Employees are a nessecary condition for successful Companies: at least all employees deliver a piece of Customers Experience – no matter they work at Sales, Service, IT, Product Developement or Accounting. Successfull Experience Driven Companies are characterized by a constant overview. Everything they do is aligned to Customers and their Experiences: They are holistically customer centered.

This Overview is missing in many Companies. Many aspects remain below ground because it might not be relevant to customers. To turn the spotlight on these aspects Companies can use an instrument to measure their Customer Centricity. This allows Companies to realize where they stand and what they could do to increase. The Customer Centricity Score (CCScore) by the University of Luzern in Switzerland is a measuring instrument and indicator that is able to support companies significantly. Coupled with a Closed Loop Procedure Companies can increase effectiveness of their organization step by step and build the basic for sustainable growth.

Customer Centricity Components


CUSTOMER
CENTRICITY
SCORE (CCS)

The Customer Centricity Score is an intrument to measure the maturity of Customer Centricity in Companies, shows a Key Performance Indicator and derives actions for increasing.

We determine the CCScore for your organization and develop measures how to increase the Customer Centricity of your Company.

Training Courses


In certain Training Courses we teach a combination of methods, action learning, thinking interdisciplinary, acting customer centered, creating unthought ideas, develop business models and launch new products agilely to market.

methodical expertise



It depends on employees how they approximate a challenge to decide if a Company is able to develop good ideas. Ideally the organization is used to work with a certain nombers of creative methods and furthermore it is able to adapt these skills depending on the question.

Referenzen


Telekom 4010 Store

New client focussing on Digital Natives with the Conception and Implemention of the Telekom 4010 Future Retail Stores

Management Education

Workshops for Customer Centricity in the course of Management Training for

Global Leaders

Digital Transformation

Innovation Culture

Customer Centricity

Open Spaces

New Work & Leadership

Excubation