Customer Centric Strategy, 2nd Edition
Publisher: eCampus Ontario
Published: January 1, 2024
Place of publication: Ontario, Canada
Format: eBook
Copyright date: January 1, 2024
Description: Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.
Table of contents: title: Chapter 1: Defining Customer Centricity; title: Chapter 2: Being a Customer Service Representative (CSR); title: Chapter 3: Managing a Customer Service Team; title: Chapter 4: Working in a Customer Contact Center; title: Chapter 5: Managing a Customer Contact Center; title: Chapter 6: Using Contact Center Technology to Improve Customer Experience; title: Chapter 7: Designing Products, Services, and Processes with Customers in Mind; title: Chapter 8: Using Design Thinking to Improve Customer Experience; title: Chapter 9: Building Strong Customer Relationships; title: Chapter 10: Leading a Customer Centric Strategy