We live in the age of the customer. Customers hold the power to influence how organisations grow, evolve and perform. Technology has raised expectations in terms of the speed, quality and customisation of products and services and in an increasingly competitive world customers don’t have to settle for second best. Poor customer experience has nowhere to hide, for social media is quick to name and shame.
Organisations must respect the influence customers have, listen to their feedback and take action to address their needs – and the only way to do that is to create a customer centric culture.
In this whitepaper we look at why a customer-centric culture is so important, as well as giving tips on how to put it into practice, and examples of organisations who have created a culture in which they are customer-centric inside and out.