Category: Customer-Focus
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Measuring performance for the customer
While many corporates have launched customer centricity programs, they also need to answer the question on how to measure their effectiveness in driving customer preference. Why is it important to measure performance for the customer, in addition to the traditional financial metrics? What are the right metrics and how to select them? This article will…
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Customer-focus? Customer-centric? Customer-led?
With the explosion of transparency in how brands manage and treat their customers (price comparisons, quality of service, brand reputation on social media – to quote only a few), more and more corporate have recognized that winning a customer is less and less about price competition and product differentiation, and more and more about providing…
Conseil en stratégie et organisation 