Most companies suffer from the clash between how they think they do business and what the rest of the world thinks of them. A Bain & Company study reveals this contrast: 80% of surveyed companies thought they provided “superior customer experiences,” while only 8% of customers agreed. Despite their belief in delivering good customer experiences, they are facing stark realities: loss of relevance due to the commoditisation of products, low customer satisfaction scores, and difficulty in engaging and retaining customers.

This happens when companies have an inside-out thinking, which often focuses on internal goals like outperforming competitors, putting the best product in the market, and relying excessively on internal capabilities. In contrast, customer-centric thinking flips this approach: it starts by looking at the world from the customer’s perspective and incorporating that perspective into all operations. Every day and for every customer interaction. This isn’t merely about tweaking your products or services, but it’s about a fundamental realignment of your organisation’s focus, placing customer needs at the heart of every decision.

With her extensive background in corporate marketing, customer experience, and a deep understanding of consumer behavior, Ilenia has successfully helped numerous businesses in shifting from a product-centric to a customer-centric approach. Leveraging Ilenia’s expertise, your organization can embark on a transformative journey of streamlining processes, instilling a robust customer-oriented culture, and establishing a successful customer-centric strategy – resulting in customer loyalty, and greater profitability