Customer-centricity doesn't just happen at the front line
In order to deliver truly exceptional customer experiences, it isn't enough to present customers with a smiling face at checkout or a pleasant voice on a service line. Organization need to be structured in a way where they can anticipate customers needs and service them at the time, place and manner that is most preferable to their customers.
54% of Canadians say that a company's ability to meet and exceed their expectations is the greatest driver of their brand loyalty.
61% of millennials expect companies to make things as easy as possible for them.
In order to be able to achieve this level of customer-centricity, the customer should be placed at the heart of all business decisions. This means ensuring that an organizations front, middle and back office are structure in a way that allows them to deliver a seamless customer experience.
In order to win the race for the customer, you need to start putting your customers at the centre of every business decision. Let's do this.
*All statistics quoted are from 2018 Me, my life, my wallet survey results.
Customer-centricity in action. These are a few of our clients that are putting their customers first.