Please enable JavaScript.
Coggle requires JavaScript to display documents.
Customer Focus (customer 360 (sales, service, marketing, commerce,…
Customer Focus
customer 360
sales
service
marketing
commerce
engagement
platform and ecosystem
integration
analytics
industries
communities
enablement
collaboration
Methods
Customer Advisory Board
Surveys
Social Media Listening
Social Media dialogue
polls/surveys
customer calls
co-creation workshops
Cust Focused Culture
Listen to your customers
Make space for ideas
Break down internal barriers
Unlock your data
Appoint a customer-focused executive
ABCs of building a customer centric culture
A. top-management buy-in on a customer-centric strategy to ensure a shared vision.
B. core customer journeys must be identified and transformed by redesigning and digitizing them
C. enable the transformation by establishing a permanent, live feedback loop from customers to as many employees as possible.
Customer Centricity
empathy
personalization
Definition
Every interaction of company is build around customer needs, not business needs.
Putting customers at the heart of everything you do as a business.
