Research has shown a strong correlation between customer centricity and revenue growth. Customer-centric organisations succeed by offering high-quality products, services and experiences across all customer touchpoints, ensuring employee commitment to meeting customer needs, and systematically accumulating customer knowledge.
Customer value can be delivered by fulfilling customers’ needs, solving their problems and helping them accomplish jobs that need to be done. To create customer value, it’s necessary to understand which economic, functional, emotional and other elements of value – like environmental and social impact – motivate customers; how customers participate in value co-creation; and how solutions offered add value in a corporate customer’s value chain. We promote customer understanding via customer analyses, surveys and selected customer interviews. We also carry out segmentation based on customer needs, purchase behaviour, buying motivations and other criteria – and help you define your value proposition, drawing from customer understanding.
