Category: Customer Centric Business
Transforming Your Competitive Advantage with Radical Consumer Centricity
Many brands today claim to be consumer-first or consumer-led.
However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that.
This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.
In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey.
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Why Radical Consumer Centricity Matters
As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.
A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement (McKinsey).
Companies that use consumer insights to stay ahead aren’t merely reacting—they’re building deeper relationships that foster loyalty and keep consumers coming back.
Shifting to Radical Consumer Centricity allows brands to make decisions rooted in authentic consumer insights, paving the way for sustainable loyalty. By deeply understanding consumers and tailoring strategies to meet emerging needs, brands can align more closely with what matters most to their audience.
This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration. Consumer-led organizations consistently outperform in terms of agility and profitability, with consumer-centric companies proving to be 60% more profitable than those that are not (Bain).
Becoming Consumer-Led, Not Just Consumer-First
Achieving Radical Consumer Centricity means moving from consumer-first to consumer-led—a shift that puts consumer insights at the core of every strategic choice.
It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.
For companies that fully commit, the payoff is considerable: increased loyalty, faster market adaptation, and a stronger connection with Consumers.
A leading example of this approach is Monzo, a digital-first bank based in the UK. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.
By gathering and responding to feedback on features, policies, and services, Monzo has developed innovations like “Split the Bill” and “Savings Pots” based directly on user requests.
This collaborative approach has turned Monzo into one of the UK’s most recommended banks, with over 80% of users willing to refer Monzo to friends (Monzo Investor Relations).
Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.
By letting their customers shape the brand, Monzo has created a model where users feel they have a stake in its growth.
When consumers … Click to continue reading
The Ultimate Leadership Guide to Creating a Winning Consumer-First Culture
Claiming to be “consumer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture.
Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration.
Building a genuinely consumer-first culture means driving every decision, process, and strategy with the consumer’s needs and values at the forefront.
This guide equips leaders with the insights and actionable strategies to foster a winning consumer-first culture. Rather than relying on superficial gestures, leaders can inspire a transformation that elevates the organisation, engages employees, and creates powerful, lasting consumer relationships.
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1. Define Consumer-Centricity from the Top Down
A leader must set a clear and aligned definition of consumer-centricity. Many companies define consumer centricity as “putting the consumer at the centre,” yet this often stays as a slogan without actionable meaning. To ensure alignment across the organisation, start by answering these essential questions:
- What does “consumer-first” mean to us as an organisation?
- How do our consumers define a positive experience, and how does that align with our approach?
Encouraging leaders to establish and communicate this definition creates a foundation for a company-wide culture that actively listens and adapts to consumer feedback.
One of the best ways to do this is to adapt their vision and mission statements to specifically mention the consumer and how the company benefits them by providing solutions to their wants and needs.
Read more about how to adapt your own company’s mission in “The Essential Customer-Centric Mission Statement for Achieving Success.”
Leadership Example: Lego’s CEO exemplifies consumer-centric leadership by implementing programs like Lego Ideas, where consumers can directly contribute to product ideas. Lego sustains relevance and loyalty by embedding consumer voices into its product strategy, proving how consumer-centric thinking can drive long-term success. Source: Forbes.
2. Build Trust through Leadership Integrity and Transparency
In a world where consumers have endless choices, trust is invaluable. For leaders, this means instilling transparency and accountability at every level. Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times. Source: Edelman.
Leaders can build trust by:
- Demonstrating honesty and follow-through in consumer communications.
- Publicly stating and reinforcing company values.
- Ensuring transparent practices, especially in data privacy and product claims.
Leadership Insight: Patagonia’s leadership has consistently been transparent, especially regarding its environmental impact. By acknowledging areas for improvement and committing to sustainability, Patagonia has built one of the most trusted brands globally. Source: Harvard Business Review.
3. Champion Personalized Experiences through Strategic Data Use
Today’s consumers want more than blanket personalisation; they seek experiences that resonate with their unique needs. Leaders can set the tone for truly consumer-first personalisation by emphasising a data-driven approach that moves beyond mere marketing to holistic, meaningful interactions.
Leadership Action: Starbucks’ CEO has driven personalisation efforts through the Starbucks … Click to continue reading
Top 10 Challenges of Mid-Sized CPG Companies: Insights, Statistics and Real-World Solutions
Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises.
These challenges stem from the need to balance growth, operations, and innovation while competing with both larger firms and more agile startups.
Here are the top ten challenges mid-sized consumer goods companies face, real-world examples of businesses that have successfully overcome these obstacles, and expanded solutions explaining how to implement these strategies in your own organisation.
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Executive Summary
For those of you who tend to skim-read and only look at the bottom of an article to read the conclusions, here’s one better, an Executive Summary!
All companies struggle at times and mid-sized businesses have their own specific problems to solve without the resources of the larger organisations. The examples in this article show it is not only possible but sometimes in just a year or two. Check out the issue you’re struggling with and jump to the example for a quick solution.
- Prose: Improved employee retention by 20% over 2 years.
- Chobani: Achieved double-digit revenue growth annually over 5 years.
- RXBAR: Improved cash flow by 15% in 18 months.
- KIND Snacks: Grew DTC sales by 25% in 3 years.
- Beyond Meat: Became a leading player in the plant-based market over 5 years.
- Gatorade: Increased consumer engagement and repeat purchases over 2 years.
- Seventh Generation: Avoided fines and strengthened market position in 3 years.
- Clif Bar: Successfully transitioned key executives over 5 years.
- Mondelez International: Reduced waste by 15% in 3 years.
- Nestlé: Pivoted towards health and wellness trends over 5 years.
Mid-sized CPG companies face a unique set of challenges as they navigate the complexities of growth, supply chain management, consumer trends, and competition from larger and smaller brands.
Here are the top ten challenges faced by CPG companies, supported by statistics and real-world examples, along with actionable solutions tailored to this industry.
1. Talent Acquisition and Retention in CPG
Attracting and retaining talent is particularly challenging in the CPG industry due to high turnover in manufacturing, distribution, and sales roles, coupled with increased competition for digital talent needed for e-commerce and data-driven marketing.
A 2023 report by Deloitte found that 66% of CPG executives identify talent acquisition and retention as a key business challenge. Additionally, the turnover rate for manufacturing jobs in the U.S. stood at 29% in 2022, further exacerbating the issue.
The solution to this particular challenge is to build a strong employer brand and invest in workforce development.
To attract and retain the right talent, mid-sized CPG companies need to focus on building their employer brand while investing in continuous training programs. Here’s how:
- Develop Your Employer Brand:
- Promote your company’s purpose and values, particularly around sustainability and innovation, to attract younger talent interested in making
7 Lessons on Customer Experience Excellence: Insights from a Personal Journey
Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices.
Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated.
After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and a lengthy recovery.
While the pain was, without a doubt, overwhelming, it provided me with a unique opportunity to observe the healthcare system from the patient’s perspective—a perspective that offers valuable lessons for any business striving for customer experience excellence.
As CEOs and business owners, the insights I gleaned from this experience are not only relevant but essential. Let me share with you seven key lessons I learned during my hospital stay and how they can be applied to your business, especially when it comes to enhancing customer experience.
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1. Introduce Yourself with Purpose
Every time a new nurse or doctor entered my hospital room, they introduced themselves and clearly stated their role in my care. This seemingly simple act built trust, creating a personal connection in an otherwise impersonal setting.
Business Application: In business, introductions shouldn’t be limited to names. Every team member should articulate their role and purpose in any customer interaction. This not only sets the stage for effective communication but also helps customers feel at ease.
Whether it’s a new client meeting, a sales call, or a routine service check-in, ensuring that your team introduces themselves with clarity and purpose can set the tone for a positive interaction. This small step can prevent unnecessary confusion and ensure that everyone involved knows their role in delivering value to the customer.
2. Acknowledge That You Know Me
Despite seeing different medical professionals throughout my stay, I never felt like I had to start over with my story. Each practitioner knew who I was and understood my situation. This continuity reassured me that my needs were understood and being managed properly.
Business Application: How often do customers feel like they have to start over when they interact with your business? Companies that invest in personalized experiences—whether through CRM systems, detailed customer records, or simply attentive staff—demonstrate a commitment to their customers’ needs.
According to Salesforce’s 2023 “State of the Connected Customer” report, 88% of customers expect companies to accelerate digital initiatives and personalization efforts. Every touchpoint in the customer journey must be informed by past interactions. When your customers feel known and valued, you’re far more likely to foster loyalty and trust.
3. Prioritize Comfort and Satisfaction
Each medical visit began with a simple question: “Are you comfortable?” It was an open invitation to share how I was feeling, which in turn helped the staff respond to my needs more … Click to continue reading
10 Key Questions CPG Leaders Should Ask About Customer-First Strategies for Expanded Loyalty
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands.
A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. It encompasses a comprehensive understanding of consumer behaviour and leverages advanced technologies like AI and data analytics to create personalized and seamless experiences from product development to point of sale and beyond.
For CEOs and business owners in the CPG sector, implementing a customer-first approach enhances customer loyalty and retention and drives profitability and long-term success in a rapidly evolving market.
Here are the ten most important questions that CPG leaders should ask when adopting a consumer-first strategy and culture in their organization.
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1. What Does a Consumer-first Strategy Entail in the CPG Industry?
A customer-first strategy in CPG involves prioritizing consumer needs and experiences across all business operations, from product development to marketing and customer service. This approach requires CPG businesses to:
– Integrate consumer feedback into their product innovation processes
– Develop products that meet and ideally surpass consumer expectations for quality, convenience, and sustainability
– Provide exceptional consumer service across all touchpoints, including retail partners and e-commerce platforms
Companies like Honeywell and Medline Industries emphasize transparency and honesty, even when delivering uncomfortable truths, to build trust with their customers (Zendesk) (Graph Digital).
According to a study by Zendesk, 90% of companies collect customer feedback, but only 10% act on it, and just 5% communicate back to their customers about the changes they made based on their feedback. This highlights a significant gap that customer-first strategies aim to fill by fostering transparency and building trust.
Procter & Gamble’s (P&G) “Consumer is Boss” philosophy exemplifies a customer-first strategy. P&G regularly conducts in-home visits and observational research to understand consumer needs deeply. This led to innovations like Tide Pods, which addressed the consumer desire for convenient, pre-measured laundry detergent.
According to a study by IRI and Boston Consulting Group, CPG companies that excel in consumer-centric practices grow their revenue 2.5 times faster than industry peers.
2. How Can We Understand Our CPG Customers Better?
Understanding CPG consumers requires leveraging data analytics and AI technologies to gain insights into their behaviours, preferences, and needs. This is particularly crucial in an industry where consumer trends can shift rapidly.
– Use advanced analytics to interpret point-of-sale data, social media sentiment, and e-commerce behaviours
– Implement AI-driven personalisation in marketing and product recommendations
– Conduct regular consumer panels and focus groups to gather qualitative insights
A McKinsey report found that companies using data-driven personalisation see 5-8 times the return on their investment (ROI) and can lift sales by 10% or more.
In addition, 71% of consumers today expect … Click to continue reading
7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth
Have you made changes to drive your business growth using customer-centric strategies that are based on current trends?
Don’t know which ones are most relevant?
Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability.
Introduction
The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Changes are being driven by technology, changing consumer expectations, and global dynamics.
Companies that fail to keep pace with these shifts risk falling behind, while those that embrace customer-centric strategies based on the latest 2024 trends will thrive.
In this article, we’ll explore the latest tendencies shaping customer-centricity, provide examples of how forward-thinking companies are leading the way, and include relevant statistics that illustrate the importance of these trends.
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The Key Trends Impacting Customer-centric Strategies in 2024
Let’s start by reviewing the leading trends we have seen in the first half of this year. Are you aware of them all? And more importantly, have you made changes to benefit from some if not all of them?
1. Enhanced Focus on Customer-Centricity
Customer-centricity, once a differentiator, is now an expectation! In 2024, more companies have focused on customer-centricity as their core business strategy. This goes beyond lip service and involves deep integration of customer feedback, behaviours, and pain points into product development, marketing, and service delivery. Are you walking the talk?
A recent study by PwC found that 73% of consumers point to customer experience as an important factor in their purchasing decisions. Still, only 49% of U.S. consumers say companies provide a good experience. This disparity presents a significant opportunity for businesses that can truly place customers at the heart of everything they do.
Companies such as Allbirds, a sustainable shoe company, exemplify this focus by consistently involving their customers in product development through feedback loops, surveys, and data analytics. As a result, Allbirds has grown exponentially by delivering products that align with customer desires for both comfort and sustainability.
Patagonia is another company that excels in customer-centricity. Known for its environmental activism and durable products, Patagonia directly aligns its business operations with customer values.
A standout example of this is their “Worn Wear” program, which encourages customers to buy used Patagonia gear, repair their products, or trade in old items for store credit. This program not only addresses customer pain points related to sustainability but also strengthens loyalty.
According to a 2021 survey, 87% of Patagonia customers expressed increased loyalty due to the company’s ethical practices and customer-first initiatives.
As businesses increasingly adopt customer-centric strategies, expect to see more companies integrating customer feedback into every aspect of their operations.
2. Integration of Artificial Intelligence (AI)
Artificial intelligence is no longer a novelty; it’s a necessity for delivering hyper-personalized customer experiences.
In 2024, AI is already playing an ever-increasing role in predictive
5 Key Trends to Business Success in 2024 using a Customer-First Strategy
As we debut the second half of the year, the ever-evolving landscape of customer experience (CX) is making business success even more challenging than usual.
Are you finding this too? If so, then I have some ideas to help.
We already know that businesses that embrace a customer-first strategy successfully lead their markets by driving growth from increased loyalty. To continue benefiting from this customer-centric approach, it is important to understand what has changed in 2024 and how companies should react to their customers’ ever-changing demands.
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Business Success in 2024: The Key Trends
Here are the key trends of 2024 and some questions you may already be asking yourself about them. If not, then perhaps you should.
As always, I share my ideas and examples to help you make any changes you decide are needed.
AI-Driven Personalization:
What is it? AI-driven personalization leverages artificial intelligence and machine learning to analyze vast customer data and deliver highly customized experiences.
It is important because it enables businesses to anticipate customer needs and offer tailored recommendations, enhancing the customer experience and driving business success.
Example: eBay’s new magical listing tool uses artificial intelligence to extrapolate details about listings from images. As a result, sellers can list items easily, and buyers can access more information about potential purchases. (Source)
Data Privacy and Trust:
What is it? Ensuring customer data is handled with transparency and robust security measures.
With increasing regulatory scrutiny and customer awareness, businesses must build and maintain trust by protecting their customers’ information, which is vital for ongoing business success.
Example: To sustain their customers’ trust, companies should communicate clearly about data usage and adopt stringent security protocols to prevent data breaches.
Omnichannel Experiences:
What is it? Providing a seamless and integrated customer experience across multiple online and offline channels.
Customers expect consistent interactions and a unified experience, regardless of the channel they are using. This can enhance both their satisfaction and loyalty.
Example: Airbnb offers 24/7 support through various channels, ensuring customers receive timely assistance regardless of the platform they use. (Source)
Ethical AI:
What is it? Using AI responsibly and transparently avoids perpetuating biases and helps to maintain customer trust.
Ethical AI practices are essential for building long-term, trust-based customer relationships and ongoing loyalty.
Example: Businesses must be open about how they use AI in customer interactions and take steps to mitigate any negative impacts.
Empathy at Scale:
What is it? Combining AI-driven automation with human empathy enables your customer service team to handle complex customer issues more effectively.
This approach ensures that customers feel valued and understood, even when interacting with automated systems, contributing to continued customer satisfaction.
Example: Using AI to address simpler queries frees human agents to provide empathetic support for more complicated issues. It is also usually speedier,
The New Strategic Growth Blueprint for Successfully Reimagining Market Research
It is a well-known fact that when budgets are tight, marketing is usually one of the first departments to suffer cuts, and market research in particular!
Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.
A few years ago, I was asked to talk on this topic at the Planung&Analyse conference in Frankfurt. Despite rave reviews of the talk itself, many commented that they would have liked me to propose some sort of formula to help them to better defend themselves. So I decided to do just that with this post, but first a warning; customer understanding is being lost!
According to research by BurtchWorks, 20.7% of researchers changed jobs after an average of 3.1 years in their position. However, those with over ten years experience showed slightly lower levels of churn (17.8% and 3.4 years)
A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2 years, roughly on par with the rest of the C-suite (4.4 years), with B2B companies (4.4 years) slightly better off than B2C (4.1 years).
These numbers made me realise that customer understanding risks being forgotten and then constantly reinvented by newly hired people in marketing and market research positions. What a waste of resources!
But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments.
And that is to develop a CMO Strategic Growth Blueprint that includes reimagining market research and how data and information are used.
Here’s how.
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The ROI of Market Research
The challenge of proving the value of market research (MR) has also been a hot topic for more than a decade. And yet we didn’t seem to be any closer to solving it, at least until recently. I think that this is because all the studies I have seen on the topic concentrate on identifying what is wrong, but rarely offer help in what to change to provide more visible value to their companies. I want to put this right.
The CEB / Gartner Analysis: This analysis concludes that MR provides two types of value. Firstly from new projects and secondly from accumulated knowledge over time. By plotting these two, they came out with a three-phase progression of how MR can add value to an organisation. (see below)
However, with both marketers and market researchers changing jobs (too) frequently, there is far less accumulated knowledge than previously. But don’t worry I have the solution in the form of a new model of CX, which I will explain in a moment.
The BCG Analysis: A few years after the CEB study, BCG (Boston Consulting Group) updated their own … Click to continue reading
The Power of Atomic Change to Unlock Quantum Growth in Any Business
Organizations must be agile and adaptable to thrive in today’s rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption.
The traditional approach to turbulent times has always been a monumental, top-down transformation. But this is no longer the only path to success and is certainly not the most effective.
Today, many companies are turning to a more nuanced strategy: atomic change. Atomic change is the father of agility and clarifies what is needed to meet our ever-changing world.
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The Nature of Atomic Change
Atomic changes, also known as incremental or small-scale changes, involve making discrete adjustments to various aspects of a business. These changes are often gradual but collectively lead to significant transformation over time.
Let’s explore the key advantages of this approach:
1. Reduced Resistance: Atomic changes are met with less resistance from employees since they are usually less dramatic. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. So clearly atomic changes are the way to go.
Another survey, this time from Wharton, found that 70% of employees are more likely to embrace smaller, incremental changes compared to large-scale transformations. And McKinsey found that companies which failed their transformation programs identified employee resistance or management behaviour as the major barrier (72%) to success.
When Microsoft implemented its move from Windows 8 to Windows 10, they initially faced resistance from users who were accustomed to the older operating system. To address this, Microsoft introduced a series of atomic changes through regular updates and improvements to Windows 10. Over time, users began to appreciate the gradual enhancements, resulting in a higher acceptance rate and reduced resistance.
2. Faster Implementation: Another research study from McKinsey indicates that atomic changes can be implemented 30% faster, on average, than large-scale transformations. This seems obvious, but it is good to keep in mind in today’s dynamic business environment.
Amazon, known for its agile approach, continuously makes atomic changes to its e-commerce platform. They frequently implement small updates and new features, allowing them to respond swiftly to market demands. This rapid deployment strategy enables Amazon to maintain its competitive edge in the fast-paced online retail industry. It also allows them to identify winning concepts while highlighting and quickly removing those which don’t resonate with customers.
Join our Ultimate 60-mins CX Makeover to discover new ways to implement atomic change in your own organisation.
Statistics That Speak Volumes
The effectiveness of atomic change is not just anecdotal; it is backed by compelling statistics:
1. Employee Engagement: A Gallup poll revealed that organizations that frequently implement small, incremental changes report 25% higher employee engagement levels than those relying solely on large-scale transformations.
Google’s “20% Time” policy is a famous example of fostering employee engagement through atomic changes. Google encourages its employees to spend 20% … Click to continue reading
Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights
Last week, I spoke about the importance of actioning customer feedback, so I would now like to focus on continuous improvement by using the information to optimise your brands and services.
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The Customer’s Need for Continuous Improvement
The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.
A survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations.
Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.
Businesses that embrace these practices enhance their products and services and craft exceptional customer experiences, setting themselves apart from the competition.
This blog looks at the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.
The Value of Continuous Improvement
Continuous improvement is not just a strategy; it’s a mindset that drives business growth and success. In a world where customer expectations are continually evolving, companies that prioritize ongoing improvement can adapt, innovate, and remain competitive.
For instance, Toyota, through its Kaizen philosophy, has seen a significant reduction in production costs and an increase in vehicle quality.
1.1 The Concept of Continuous Improvement
Continuous improvement, a philosophy embodied by concepts like Kaizen and lean management, is about making small, incremental changes that collectively lead to significant enhancements.
This approach is not just about streamlining processes; it’s about fostering a culture where every team member is empowered and encouraged to seek out ways to enhance performance and productivity.
A study by Bain & Company revealed that companies embracing lean management and continuous improvement techniques saw a 20% increase in customer satisfaction and a 35% growth in financial performance.
1.2 Benefits of Continuous Improvement
The benefits of continuous improvement extend beyond operational efficiency. It’s about nurturing a proactive culture that anticipates and responds to changes swiftly.
Organisations that adopt this approach witness improved productivity, heightened customer satisfaction, and a robust capacity for innovation. It’s not just about doing things right; it’s about doing the right things, continually.
For example, Motorola’s Six Sigma program has reportedly saved the company over $17 billion over the years.
Leveraging Customer Feedback for Improvement
Customer feedback is an invaluable resource, offering direct insights into what’s working and what’s not.
Microsoft’s decision to reintroduce the Start menu in Windows, following widespread customer feedback, significantly improved user satisfaction and acceptance.
2.1 Listening to Customer Voice
Customers interact with businesses through various channels, each offering unique insights. From surveys to social media interactions and direct customer service engagements, understanding how to collect and leverage these interactions is crucial.
Each channel provides a different perspective, collectively offering a comprehensive view of customer sentiment and experience.
Adobe’s Digital Trends Report highlighted that companies with strong omnichannel customer
A New Breakthrough Model of Customer Experience – Quantum Customer Centricity (QC2™)
The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain.
Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model.
As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity (QC2™) … Beyond CX. After decades of learning and experimentation, I created QC2™ so that every business can successfully adopt a customer-first strategy, and become more agile, more resourceful, and experience increased market growth.
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Adopting a Customer-First Strategy is Essential
The CX Index states that 90% of businesses, regardless of the vertical they are operating in, have made CX their primary focus. And research by Gartner concluded that 80% of organizations expect to compete mainly based on CX.
Therefore, you could already have been left behind, unless you’ve started on your journey to increased customer centricity! But there is a big difference between talking about putting the customer first and doing so.
The CEI Survey found that 86% of buyers will pay more for a better customer experience. However, only 1% of customers feel that vendors consistently meet their expectations.
That’s good news for you late adopters, as it means you may still have time to benefit from delivering a better CX experience for your customers, but you must act NOW!
And anyway, why wouldn’t you? The benefits are huge!
According to research, customer-centric companies grow their revenues 4% to 8% faster than their market competitors. Not only that, 79% reported significant cost savings, and 84% increased their revenue.
But how do you optimise your own customer-first strategy, and where do you begin?
Why Traditional CX is Letting You Down Without You Even Knowing It!
Most discussions about customer experience only consider the interaction between the customer and the company. As a result, most effort goes into improving customer service departments and call centres.
Since these departments tend to be either small or even outsourced, changes to them have little impact on how a business works. And unfortunately, they are also rarely of great interest to top management.
The customer journey is often seen as linear and only impacting the different departments at distinct points in time. Even if customer emotions are considered at each touchpoint, which is already an improvement on the usual journey map, it remains limited and static.
In addition, information about the customer may be gathered, but it is rarely shared across departments, let alone integrated for deeper knowledge and understanding of the customer.
All of this has resulted in individual actions being taken without a holistic view of the customer or their experience. That is why so few organisations succeed in delighting the customer with their customer-first strategy adoption.
It’s time for a … Click to continue reading
