How customer centricity creates real value
By Tobias Göbbel and Peter Wienand
Getting customer centricity from the drawing board to the bottom line
Occasional heretics who would question the dogma of putting customers at the center of everything are few and far between. Management everywhere kneels at the same altar and chants the same mantra. But is that just lip service? Or do their companies actually walk the talk?
That, clearly, is the tricky bit. Open-mouthed awe at the way Amazon has raised customer retention to an art form is one thing. But how do all the others give customers such a positive experience that they keep coming back, spending more and driving up revenue and profit? How do companies even measure the impact of any steps they do take in this direction? Even more fundamentally, how do they systematically determine what they want to achieve and how to get from here to there?
In this very timely publication, we briefly discuss the undeniable gap between the perception and reality of customer centricity. But it then quickly moves on to address what can and must be done to bridge this gap in reality. Rooted in years of front-line experience, the Roland Berger Customer Delight Framework maps out an intuitive, workable path that can bring the dream of truly satisfied and loyal customers to life at any company willing to go the hard yards. It also identifies five pivotal success factors along the road from wishful thinking to lived-out practice.
Outside perspectives from proven practitioners – at global giant Henkel and leading Swiss retail company Migros – add yet more inspiration with real-world examples of creative ways to get (and keep) customers on board.
The clear message that shines through is as simple as it is compelling: It is time to stop talking and start walking!
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