A Customer Centric Transformation plan
To get customer experience focus to really leverage your brand strength and customer loyalty, the first thing you will need to focus on is a Customer Centric Transformation plan to enable your company to put the customer first.
Putting the customer at the heart of everything you do takes a real transformation for any company. It touches the entire eco-system of Customer Experience:
- your strategy, culture and brand
- your way of working in the broadest sense: from continuous improvement to project governance and investment decision making,
- your marketing approach from offer and product design to launches and product improvement roadmaps
- your IT and data systems (omnichannel, marketing automation and data capabilities)
- your HR policy and focus (recruiting, training, rewarding customer centric employee behaviour).
Outside In Consulting delivers a Customer Centric Transformation Plan:
- Maturity assessment of how customer centric your company is
- A clear definition of the next phase
- A roadmap of how to get there