Achieving customer-centricity and delivering compelling customer experience
Numerous studies have demonstrated that great customer experience engenders loyalty. This knowledge is driving organizations to try to become more customer centric by shifting focus away from sales and products to improving customer experience. The challenge for these organizations is that they lack the skills to act; for every success story, there are many, many failed attempts to bring about such wholesale organizational change.
Customers are critically important to companies - yet why are so few truly customer-centric? How can organizations make this shift? What do they risk by becoming more customer-centric and also by not? Are there any best practices laid out for transforming an organization's culture to make it customer-centric? What are the critical success factors at play?
I will deal with each of these in subsequent posts. I will talk about that inalienable component of customer-centricity - customer experience. I will also cover the attributes that are essential to make it compelling - the usefulness, usability and desirability of any experience. Those with an interest in customer experience may find the discussion on interaction design improvement and recommended best practices useful.
