Customers will continue to disrupt even the most forward thinking and able businesses. Customers are more informed, connected and knowledgeable, and through great knowledge comes a greater level of expectation. Survival in the future, will come from driving advocacy, by being customer-centric, not profit centric, and by adopting a customer-first mind-set in all things.
Embracing the concept of customer centricity, means stepping away from a traditional, commercially driven business strategy, and adopting a more customer-centric approach. Customer centricity isn’t about customer feedback or customer satisfaction results, it’s about intrinsically understanding customer needs, and ensuring that there are the right strategies, processes and initiatives in place to deliver against those needs.
LINK has the tools, solutions, people and know-how to build robust customer-first businesses, from strategy to execution, with the benefit of knowing the entire ecosystem of CUSTOMER, including:
- Experience strategy & design
- Strategic innovation
- Operating model development
- Value proposition transformation
- Marketing transformation
- Digital transformation