Customer-centricity Can Make the World a Better Place

Listen here -> Customer-centricity Can Make the World a Better Place

I have had the pleasure to share my view on customer centricity for The Net Promoter System podcast with Rob Markey, Senior Vice President at Bain & Company and the co-creator of the NPS.

Rob and I had an awesome conversation about all things customer-centricity – from why customers require businesses to be a force for good to how we achieve customer-centricity

We believe that for a company to be really customer-centric has to fulfill three values:

1️⃣ The Rational value: the value that comes from a product or service that we offer. Is the product good? Does it fulfill my needs and expectations?

2️⃣ The Experiential value: the value that comes from the way a product/service gets delivered (CX)

3️⃣ The Emotional value: the connection that the customer has with the brand, in terms of their values and beliefs. Are they aligned?

I love the title of this episode.. it really speaks my vision ♥️

Being customer-centric means that we are forced to improve every aspect of the business, listen and fulfill customers’ needs, including their personal values, and how they expect us to behave in this new era of stakeholder capitalism..

Grab your copy of Journey to Centricity here

Enjoy my story!