Customer Centricity / Service Excellence

Today’s customers are looking for experiences not transactions. ~70% customers say that they will be willing to pay higher for the right experience and at the same time ~76% say that brand loyalty is no longer important for them. If treated like a number and not a person, they will not think twice before moving their business to another company. .

Offering individualised and personalised customer experience is the norm today. To meet this, it is critical that you embed Customer Centricity, Design Thinking and Service Excellence in your organization’s psyche. Whether Customer or internal facing functions, customer centricity as a concept needs to be owned & demonstrated by everyone.

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What is Customer Centricity / Service Excellence ?
  • Customer Centricity is a management philosophy which dictates that business practices, models and systems, people, training, communication, and methods are designed with the customer at the centre of the universe.
  • Its business management practices and processes that determine how a Customer will be served.
  • It encompasses handling internal and external customer queries complaints and servicing customers both pre and post sales.
Why is Customer Centricity / Service Excellence important for an Organization?
  • The customer is King. An unhappy customer will tell 5 to 9 people about a bad service experience.
  • Happier customers lead to more business, brand referrals and promotion.
  • Providing excellent Service improves wallet share from existing customers.
  • Design thinking tools ensure more empathy, identifying said and unsaid needs, extra time spent understanding the customer, minimum viable product prototyping, and feedback leading to less wastage of valuable time and resources and a faster response.
  • Social Media allows even a small customer grievance to become viral in a matter of seconds. The harm it does to the brand image and reputation is irreparable. Managing difficult customers internal and external is a key skill to have.
  • In today’s Digital & Highly Transparent world Customer is extremely powerful. It’s a buyers’ market. Providing excellent Customer Service is a MUST HAVE.
Our Offerings
  • Designing Customer Experiences
  • Managing Client Expectations/Stakeholder Management / Negotiating Expectations
  • Customer Delight
  • Handling Difficult Customers
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