What does it mean to be a customer-centric company? According to Booz Allen Hamilton, customer-centric companies have “moved beyond lip service and re-oriented their entire operating model around the customer… They align their operating model behind a carefully defined and quantified customer segmentation strategy and tailor business streams – product development, demand generation, production and scheduling, supply chain, customer care, etc. – to deliver the greatest value to the best customers for the least cost.”
In our June 2012 poll, we asked, “Do you consider the company you work for to be customer-centric?” Interestingly, 71.4% answered “yes,” 14.3% answered “no,” and another 14.3% answered “we’re getting there.”
Tell us about your company’s shift toward becoming customer-centric? What growing pains did you experience and how did you overcome them?
Then, take a second to answer our new poll: How much does appearance affect your customer experience?