Building a Customer Centric Culture
Putting customer needs and experience at the core of what we do enables the delivery of high value. To do this consistently requires needs led product design, underpinned by ongoing customer insights, which if measured intelligently provides greater strategic advantage. The result is a focus on key capabilities that are critical to success, product improvements and an informed customer service strategy, if applied correctly. This session will focus on creating a culture which understands the value of customer insights and embedding NPV thinking into our teams to enable the pursuit of this commodity by default.ams to enable the pursuit of this commodity by default. It will also discuss the conversion of insights into tangible intelligence that can be applied to functional strategies.
Discussion points:
- How to make customer centricity real in 2021
- Mindset and culture as the foundation to becoming a customer centric business
- The 6 pillars of a customer centric business
- The importance of customer insight for customer led product design
