Customers are increasingly in control of the market and they dictate what happens to your brand
If your products and services do not fulfil market needs, your chances of survival are minimal. To thrive under VUCA conditions, it is essential for you to know what your customers want, when they want it and how they want it. Customer care is no longer the sole responsibility of marketing and sales but rather, your entire organization needs to become customer centric to make it easy to do business with you.
Some questions for you regarding Customer Centricity
- Do you understand your customers and their needs?
- Are all your employees aware of their role and responsibility in delivering customer service?
- Do you have processes in place that allow your customer to have an easy and rewarding interaction with you?
Tools, processes, systems, techniques we offer in Customer Centricity
- Customer centricity audits
- Customer centricity development workshops
- Customer centricity program training
Case study on Customer Centricity
Based on the lessons gleaned from the bestseller “Effortless Experience” by Matthew Dixon, HCGA worked with an international hospitality group with properties in Malaysia and Australia to develop customer centric systems and processes that inculcated every department and employee in the formulation and delivery of memorable service experience.
6 months after program launch, an audit shows that a major mindset change has occurred within the organization with every department looking to for ways to enhance both the internal and external customer experience. More importantly, positive customer feedback has significantly increased.
