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.
Customer Centricity Components
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.
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.
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.
Telekom 4010 Store
New client focussing on Digital Natives with the Conception and Implemention of the Telekom 4010 Future Retail Stores
Workshops for Customer Centricity in the course of Management Training for