Wavestone：2024以客户为中心的目标实现方法分析报告（英文版）（21页）.pdf

1、How To Succeed In Your Quest For Customer Centricity2How To Succeed In Your Quest For Customer CentricityContentsHow to succeed in your quest for customer centricity032.Collect feedback103.Analyse the data144.Make the change171.Identify touchpoints and metrics063How To Succeed In Your Quest For Cust

2、omer CentricityIntroductionHow to succeed in your questfor customer centricityTheres no denying it:customers are more powerful than ever.With ever-increasing access to information,constantly widening choice,and opportunities to share their experiences further than ever,your customers can make or bre

3、ak your business.Todays customers know they have options,and as the competition for their business increases,you need to find a way to differentiate.Many companies start at price.But focusing on cost alone often isnt enough.As many of the worlds most successful businesses have shown,you also need to

4、 look the other way and focus on improving your customer experience(CX).Research1 shows that customer-centric organisations those organisations that successfully build CX into the heart of their business deliver higher revenues,bigger profits,better shareholder returns and faster growth over the lon

5、g term.This is because customers who have a positive experience are:More likely to buy from you again More likely to try your new product or service More likely to forgive you for making a mistake More likely to tell their friends something good about you4How To Succeed In Your Quest For Customer Ce

6、ntricityHow is customer centricity any different to what Im doing now?Customer-centric organisations put their customer,not their bottom line,at the heart of their business.They focus on creating positive experiences for customers at every interaction with them.They work hard to craft an experience