In The News

Mon 23 Apr 2018

Are You Customer-Centric?


Public Relations & Media Services
Blog - Survey

Customer-centric – is it the new buzz word or a real way to differentiate your business?

Let’s start by taking a look at this graph it represents the number of companies in the US that believe they are customer centric. Nearly 76% of companies ranked themselves in the top two-fifths (61 and higher).

Wow! Companies must be doing a great job of being customer-centric and providing outstanding customer experiences, right?

Not according to Forrester!

A survey based on data from their Customer Experience Index, which measures how customer-centric companies actually are reveals that customers only placed 18% of companies in the top two ‘Good’ and ‘Excellent’ categories.

Now, you might be thinking, “Right, I get that most companies rank themselves higher than they really are, but our company is different we really are customer focused.” But if you’re only relying on your gut feeling, that’s illusory superiority at work right there.

You need to stop it as you can’t trust that kind of assessment.

It doesn’t matter how you think you’re doing. It only matters how well your customers think you’re doing.

This is why it’s so important to pay attention to customer feedback. If you do, the chances are you’ll find out you’re not doing as well as you think you are.

Within CEM, there are 8 important disciplines, summarised as follows:

Talk to us today about auditing your customer centricity. See our customer journey template in our resources section.

Audit your company’s customer-centric behaviours today.


Back to In The News

Recent News

Business Planning & Strategies
Tue 16 Jul 2019

Why Financial Goals Aren’t Motivating You In Business

Lynda James
Health & Wellbeing
Sun 14 Jul 2019

Hair Removal Demystified

Giulia D'Anna
Digital Technology
Thu 11 Jul 2019

What Marketers Need to Know About Cybersecurity Management

Fonthip Ward
Business Startup
Mon 8 Jul 2019

Six things you need to know before starting a business

Guest Blogger
Click to join the clique