Journey To Centricity
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Journey To Centricity A Customer Centric Framework For The Era Of Stakeholder Capitalism
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Author : Ilenia Vidili
language : en
Publisher:
Release Date : 2021
Journey To Centricity A Customer Centric Framework For The Era Of Stakeholder Capitalism written by Ilenia Vidili and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with Business & Economics categories.
Journey To Centricity
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Author : Ilenia Vidili
language : en
Publisher: The Smarter Crew
Release Date : 2021-11-23
Journey To Centricity written by Ilenia Vidili and has been published by The Smarter Crew this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-11-23 with Business & Economics categories.
Managers and leaders know that customer centricity means providing positive customer experiences. But what if that’s not enough? In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences. A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders. In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from the C-suite beyond, to transform your day-to-day operations and culture through three pillars: Humanity. Make your brand more human by embracing a higher purpose, an empathic human touch and sustainable corporate responsibility. Technology. Apply the necessary tools as enablers to ease of use, hyper-personalisation and innovation to improve your customers’ lives. Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand, to create a place where employees feel motivated, valued and appreciated. Drawing on B2C practical advice from Ilenia’s first-hand interviews with leaders of world-class organisations such as illycaffè, Enel, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism. Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world. There has never been a more critical time for change. Transform your mission into a journey to centricity.
Journey To Centricity A Customer Centric Framework For The Era Of Stakeholder Capitalism
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Author : Ilenia Vidili
language : en
Publisher:
Release Date : 2021
Journey To Centricity A Customer Centric Framework For The Era Of Stakeholder Capitalism written by Ilenia Vidili and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with Business & Economics categories.
Authentic Customer Centricity
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Author : Alkhatani Saad Zafer
language : en
Publisher: IAP
Release Date : 2015-06-01
Authentic Customer Centricity written by Alkhatani Saad Zafer and has been published by IAP this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-06-01 with Business & Economics categories.
This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way.
Customer Centricity
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Author : Josep F. Valls Giménez
language : en
Publisher: Cambridge Scholars Publishing
Release Date : 2018-10-12
Customer Centricity written by Josep F. Valls Giménez and has been published by Cambridge Scholars Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-12 with Business & Economics categories.
The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach—fuelled by big data—that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.
Customer Centricity
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Author : Josep-Francesc Valls
language : en
Publisher:
Release Date : 2018-11
Customer Centricity written by Josep-Francesc Valls and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11 with Business & Economics categories.
The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approachfuelled by big datathat attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.
Customer Understanding
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Author : Annette Franz
language : en
Publisher:
Release Date : 2019-09-03
Customer Understanding written by Annette Franz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-09-03 with categories.
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Winning Customer Centricity
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Author : Denyse Drummond-Dunn
language : en
Publisher: C3centricity
Release Date : 2015-02-25
Winning Customer Centricity written by Denyse Drummond-Dunn and has been published by C3centricity this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-02-25 with categories.
Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out. Winning Customer Centricity will show you how to: Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationships Reinvent your brand to ignite and maintain customer demand and loyalty ..... and a whole lot more. Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
The Customer Centricity Playbook
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Author : Peter Fader
language : en
Publisher: University of Pennsylvania Press
Release Date : 2018-10-30
The Customer Centricity Playbook written by Peter Fader and has been published by University of Pennsylvania Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-30 with Business & Economics categories.
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Foundations For Customer Centricity
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Author : James Dodkins
language : en
Publisher: Lulu.com
Release Date :
Foundations For Customer Centricity written by James Dodkins and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.