Today, all companies claim to be customer oriented. But what exactly is the difference between a customer-oriented and a customer-centric company? What are the structural and cultural consequences of a customer-centric orientation for the entire company? Or more specific: Are processes in your company today already being developed and thought from the customer's point of view? What obstacles - such as internal security requirements or regulatory requirements - keep getting in the way? Do all employees already have a deep sense of their own responsibility to inspire customers every day?
Customers want to have their needs and desires fulfilled - even in areas that have previously been perceived as relatively unemotional. Why then do most companies still just sell products and services?
It is the central challenge of sales to ask these questions and find individual answers. The transformational part of the solution is to change the mindset of each individual and consistently focus on the customer. Customers will become fans only if all employees put the customer at the center of their actions!
Only enthusiastic customers become real ambassadors and actively recommend a company. Mere customer satisfaction is not enough. However, to inspire customers at every touchpoint of their journey, transparency about the level of customer satisfaction and the level of willingness to promote the company is required at every touchpoint of their journey. Open and honest continuous measurement sets the focus on the central question in sales: how can the customer experience be improved every day and how can consequently customers be inspired and surprised even more?
However, many companies avoid this form of relentless transparency across the entire customer journey and the entire value chain. On the one hand, they shy away from the purely technical challenge, on the other hand because of the feared effects on employee motivation. Yet there are already mature methods available today, such as the Net Promoter Score (NPS) revealing not only potentials in sales, but also in delivery and service. Companies that consistently embrace such transparency and continuously improve customer experience at every touch point outperform the competition and sustainably increase their sales.
True holistic customer centricity requires a fundamental transformation of the company in all areas, especially outside of sales. In this journey, we cover cultural as well as structural aspects and jointly develop with our client a well-defined transformation approach.