Looking after your customers starts with looking after your people.

These days, it seems as though everyone’s talking about it, but how many businesses are really delivering it? How many really understand what it means to be an end-to-end customer centric business? 

The traditional ROI model may no longer be sufficient to ensure lasting success and competitive advantage. To truly thrive, businesses must embrace a new set of metrics that align with customer values and aspirations.

We are obsessed with reporting. But that’s too often all we end up doing. As we’re great at reporting on the outputs of what we do. Conversion rates, AOVs (average order values), UPTs (units per transaction), dwell time, bounce rates, abandonment rates, traffic, unique users, returning users…the list goes on.

Understandably, you might think that customer service and customer care are the same thing. But they’re not. There’s a not-so-subtle difference between the two. The former being about serving and the latter about caring. They are driven from a different place culturally, and practically that manifest themselves in the experience the consumer has. Which is very different from one approach to the other. 

The organisational structure and skills required for customer centricity.