Customer Centricity is a key differentiator for organizations. Firms which can respond quickly to changing customer expectations, and drive improvement programs based on the voice of the customer, are able to command greater loyalty and mind-share than their competitors.
The first step is understanding the Voice of the Customer through customer feedback mechanisms. Most companies are already doing this in some form or the other. However, firms then struggle with the next step at multiple junctures. Be it:
- slicing this volume of information to the lowest common denominator, to arrive at actionable insights
- disseminating this information to leaders and getting a buy in on the improvement initiatives
- driving organization wide change to derive maximum value