Customer
CUSTOMER CENTRICITY, THE ROAD TO SUCCESS
INTRODUCTION:
A leading global luxury hotel chain uses “it”. A leading UK bank used “it” to modify cheque handling processes with spectacular results. The oldest Australian bank utilizes “it” to better predict customer risks. A top Brazilian bank used “it” to reduce credit losses while doubling in size. And Coca-Cola applies “it” with 5 million of its US customers and partners including NASCAR, Inter Continental Hotels Group and Blockbuster.
“It” is the practice of Customer Centricity, a concept that extends and simplifies Customer Relationship Management into a more meaningful focus.
In a world where products become commodities in record time, service has become the crucial differentiator for long-term sustainable success –developing a Customer Centric Enterprise with a focus on the needs of its customers is the key to ensure sustainable success for today’s enterprises.
A Customer is the most important visitor of our premises.
• He is not dependent on us
We are dependent on him
• He is not an interruption on our work
He is the purpose of it
• He is not an outsider of our business
He is a part of it
• We are not doing him a favor by serving him
He is doing us a favor by giving us an opportunity to do so
-Mahatma Gandhi
Customer Centricity Defined
Customer Centricity is an enterprise strategy that is re-defining industry leaders in sectors as disparate as hospitality, financial services, retailing and consumer goods marketing. Customer Centric enterprises are ones which:
Choose the customers on which to...
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