About This Textbook
Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.
Publisher
eCampusOntario
Publish Date
August 8, 2021
Level
Undergraduate
License
Features
Accessible
Supplementary Materials
What’s In This Book
License
This resource is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
You may:
Share - You may copy and redistribute the material in any medium or format.
Adapt - You may remix, transform, and build upon the material.
As long as you follow these terms:
Give credit - You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
Don't use commercially - You may not use the material for commercial purposes.
Share with the same license - If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
No further restrictions - You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Other things to know:
- The licensor cannot revoke these freedoms as long as you follow the license terms.
- You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation.
- No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.