Customer Centricity Month has come to an end and it was great to see so many people tune in. Didn’t get chance to attend? Catch up on all of the webinar recordings and content now
And that’s a wrap! Customer Centricity Month has come to an end and it was great to see so many people tune in and find out how to transform their organisation to become more resilient, more agile and how they can accelerate growth.
Throughout November, we held a webinar a week looking in detail at the dimensions of our Customer Centricity Model alongside expert senior leaders from a diverse range of sectors.
Across four sessions we covered off our five dimensions of Customer Centricity:
PROCESS: Strong processes prompt people to do the right things. Teams are empowered to focus on customer needs.
GOVERNANCE: Managers have the right methods to form clear strategies, evaluate performance, and prioritise resources to achieve the organisation’s goals.
FACILITIES: Teams have the right tools, facilities, suppliers,
and environments (both physical and digital) to work effectively.
PEOPLE: Organisations have the right skills to deliver exceptional customer experiences. Organisational structure and culture support teams to perform well.
COMMUNICATION: The organisation effectively communicates its objectives, provides rapid feedback on progress and problems, and shares information about opportunities and constraints.
If you didn’t get a chance to attend the sessions, or just would like to refresh your memory, you can catch up on all of the webinar recordings and read through our content below, or check out our Customer Centricity Month summary.
The cost of NOT doing discovery
Speakers:
Steve Cable, Experience Director at cxpartners
Paul Burrows, Global Commercial Director Transformation at British Council
First up in our series of webinars we looked at the key difference in Process between high and low performing organisations: in depth customer insight. Steve and Paul discussed the value that discovery brings, highlighted how not investing in discovery will cost you more in the long run and shared real-life examples of how to get out of the cycle of doing customer research that doesn’t lead to meaningful change. During the webinar, Steve also touched on our project with Coop@home where we helped them to grow at twice the rate of the nearest competitor (7.2% year on year), increased market share by 1% and received a positive customer response and a seamless increase in sales. You can read more about our work with them in our case study.
In our second webinar our speakers focused on the Governance dimension of our Customer Centricity Model. During the session, Stu and Andrés looked at how strategic decisions are made, explored how you can empower your teams and decentralise control and discussed how going rogue can help to deliver a better customer experience.
Employee experience was the focus for our third webinar, where we discussed the facilities dimension of our Customer Centricity Model. Together, Hannah and Sophie explored the common indicators of poor employee experience, what this means for a business and how we can make improvements in order to deliver better customer experiences, faster.
In our fourth and final webinar of Customer Centricity Month 2022, we combined the People and Communication dimensions of our Customer Centricity Model and looked at how you can build a happier, more fulfilled team that produces better results for customers. During the session, Giles and Alberta discussed whether you have the right skills in house to deliver a great customer experience and the reality of creating change within an organisation.
We covered a lot across the month and you’re probably wondering what to do first. To help you put the learnings from Customer Centricity Month into action, we’ve designed a four-step programme that harnesses the power of human-centred design and delivers up to 9x faster growth.
Our Customer Centricity Programme will guide you through making the case for change, creating a priority list of recommendations, testing and validating potential solutions and finally applying the learnings to drive organisational change.
