Tag Archives: Graham Hill

Recession can improve customer centricity

Graham Hill recently wrote a post at Customer Think about how, even though the current rough times, companies can focus on and build customer centricity. Should companies are following his five ideals to build customer centricity, they should have a customer base to carry them through the recession. Are you?

1. Having a deep understanding of customer needs (based on customer jobs and outcomes)
2. Mass customisation of products, services & experiences
3. Dynamically reconfigurable delivery system
4. Lean business support systems
5. Customer value management across the customer portfolio