So you want to be customer centric?
13. Jan 2011•0 gefällt mir•8,112 views
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This is a Futurelab Action Guide I wrote up on the topic of customer centricity. Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
Alain ThysFolgen
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So you want to be customer centric?
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- 5. Silos, habits and politics get in the way
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- 10. Which CRM software best meets our need?
- 11. How do we improve first call resolution time?
- 12. Which customer methodology is most suitable?
- 13. What social media tools should we use?
- 14. Which questions should we ask our customers?
- 15. How can we benchmark ourselves?
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- 19. This will upset the status quo
- 20. I’m already busy enough
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- 22. Customers pay our salary
- 23. We will lose our competitive edge
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- 28. Upto 80% of customers that left a given ISP declared they were satisfied in the 12 months before they left (Mercer, 2004)
- 29. 60-80% of “lost” US banking customer described themselves as satisfied in surveys just prior to departing (Brandchannel, 2010)
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- 34. are more loyal
- 35. negotiate less
- 36. are easier to service
- 37. bring their friends
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- 47. Extensive debate about the validity of your data
- 48. Silo-based myopia
- 49. Structural/political opposition
- 50. Data being interpreted wrongly
- 51. Project hijacking
- 52. “It’ll pass” behaviour
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