Customer Centricity

Customer centricity is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.

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The purpose of customer centricity is to find out what customers like and don't like, and to tailor products and services to better fulfill those needs and eliminate sources of irritation.

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There is a lot of research to support the above statements at LTP Consulting we work with leaders of an organisation to develop strategies and solutions to become more 'Customer Centric' using a simple 9 point plan.

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1. Listen to your customers - ask them what they think and why

2. Perception is reality - the customers lived experience lives in the mind of the customer

3. Shift the customer to become part of the solution - don't assume, ask them what they want, need and require

4. Walk in your customers shoes - map their journey and look for opportunities to improve their experience

5. Monitor customer interactions - understand which touchpoint generate the most direct link to performance

6. Put your data all together in one place - let everyone in the organisation see the 'big picture' of the relationship of the customer

7. Understand your digital connection to your customer - map and analysed digital data to improve the customer experience

8. Establish a customer experience strategy - to allow you to stay on plan to meet or exceed expectations

9. Reward and empower your staff - for making decisions that meet the customer's needs and for improving the customer experience

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