The Importance of Customer-Centricity
There is a distinction to be made between selling products to customers and creating customer-focused experiences that customers promote. A startup has the advantage of being able to start from scratch and develop a customer-centric approach with agile teams, adaptable systems, and streamlined processes. In larger corporations, this type of innovation may conflict with the need to maintain a functional business operation.
“Innovation is an inherently messy process, made even messier because it conflicts in many ways with established processes, structures, and corporate cultures.”
Martin Kupp, Jamie Anderson, and Jörg Reckhenrich: Why Design Thinking in Business Needs a Rethink
There are many different ways for businesses to transform, but it’s only when the barriers are removed and your unique combination of people, systems, and technology are working together effectively that the power of a true customer focus can be unleashed.
There is no one-size-fits-all all approach to transformation. It needs to be co-designed to ensure it is contextualised to suit your environment and deliver your goals.
Customer-centricity is not just a buzzword - it's a critical success factor for businesses that want to thrive in today's competitive landscape. Our whitepaper offers valuable insights and practical advice for organisations looking to remove roadblocks and deliver exceptional customer experiences.
In the past, change meant risk.
Now the risk is that ‘no change’ will see organisations unable to compete. Read more in our whitepaper.