Why care about customer-centricity?
"Well if you want to grow your business profitably there is no alternative." - Fred Reichheld
Many industries are entering a landscape where customer experience (CX) is considered as a key battleground for winning and indeed losing business. This is illustrated by the predictions forecasting customer experience will overtake price and product as the key brand differentiator in the next few years.
One of the toughest challenges today’s customer experience practitioners face is building a customer-centric business culture.
At Medallia’s London offices, Chanice Henry, Editor-in-Chief of the CX Network met Fred Reichheld, the creator of the Net Promoter System and one of the world’s leading experts on customer and employee loyalty to discuss the practicalities of customer centricity.
Download the ebook or listen to the podcast below.
Benefits of downloading this ebook:
• Access exclusive insights on customer centricity from the creator of the Net Promoter System.
• Gain practical tips on how to operationalise the voice of the customer in your business.
• Overcome key hurdles when building a customer first culture.