Why companies fail to be customer-centric
of companies think they provide superior Customer Experience
customers agree
…most companies suffer from the clash between how they think they do business and what customers actually experience. 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.
That's where Ilenia comes in...
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
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Ilenia’s speech brought light where it was needed such as making sure that the human touch is not eliminated. Very inspirational! brings light brings light brings light
Fernanda Rodrigues, Customer Excellence Manager at SWM International
Journey to Centricity
a customer-centric framework for the era of stakeholder capitalism
Journey to Centricity is a timely roadmap for leaders to transform outdated business practices into truly customer-centric companies. Rated as one of the best books in Customer Experience, it helps companies to understand today’s consumer behaviour, engage and retain customers and embed a customer-centric culture. Ilenia’s customer-centric framework is used as a blueprint by companies around the world.
1. Interviews with 17 high-profile individuals including senior executives of world-class organisations and renowned university professors.
2. How to be a human-centered leader able to build bridges between boardrooms and employees, and employees and customers.
3. Why running a company through the lenses of product centricity destroys customer relationships.
4. How to be a more human brand with a long-term customer-centric perspective.
5. Instil a customer-oriented vision to transform your day-to-day operations through three pillars: Humanity, Technology and Culture
Ilenia joined LinkedIn Learning as an instructor, bringing her expertise to two transformative courses: “Driving Business Growth Through Customer-Centricity” and “Earn Customer Trust and Cultivate Lasting Relationships.” Dive into these comprehensive courses to discover the strategies for placing customers at the heart of your business, driving growth, and fostering enduring trust. In these courses, Ilenia shares practical strategies and real-world examples, propelling businesses to long-term customer loyalty, stronger competitive advantage, and sustainable business growth.
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one talk away
Your company is just one talk away from embedding a customer-centric culture, which can bring greater loyalty and profitability.
Book customer-centric keynote speaker Ilenia Vidili and prepare for thought-provoking, mind-shifting, and actionable insights guaranteed to leave a lasting impact on your organisation.