Customer Centricity

Change everyday practices so the customer is integrated at every level of the company — product development, hiring, performance reviews, internal communication and the impact of every project.

How to sell to or advise a customer, run a phone call, handle a difficult customer — examples of customer-oriented training. They benefit every employee by helping them understand the role they play in customer satisfaction, whether they interact directly with customers or not.

Too often, ways of working stem from internal constraints (org structure, tool limits, inter-departmental conflicts). Redesigning processes from the customer's perspective aligns everyone around a shared goal and cuts out what isn't needed.

A tool should make your employees' work easier so they can deliver a better experience to your customers. The choice and roll-out matter: the tool should adapt to you, not the other way around.

Not every customer is the same. Different customers have different expectations. Knowing your customers lets you adapt to them, sell better and reach higher satisfaction.

A service catalogue and handling processes matched to customer types and their requests improve cross-department interactions, reduce handling time and cost, differentiate service levels by customer value, and provide visibility on volumes and ownership.

Assess your offer to understand who your customers are, what needs you address (and what's missing), and how your products or services are perceived — both on their own and against what your competitors offer.

What needs do your products and services meet? What benefits are your customers looking for? What problems are they trying to solve by coming to you? Answering these questions helps raise the value of your offer and generate more revenue.

New technologies and trends change consumer habits and open up new ways to do business. Working on the business model helps assess whether your approach to the market still fits and how it could evolve.

Collect customer feedback in a simple way and use the data to find concrete improvement areas.

Identify every information source already available inside the company (emails, complaints, chats, …) and structure it to extract actionable insights about customer experience.

Understand what customers experience across their interactions with you and turn it into lessons for improvement.

Improve your customers' current experiences or design entirely new ones (product launch, in-store attraction) through detailed analysis of every interaction point.

Find the words that capture what you want your customers to experience to engage your staff, and identify the proof points that will let you verify the goal is reached.