Implementing and Measuring a Customer Centricity Framework

Implementing and Measuring
a Customer Centricity Framework

How organizations with complex consumer databases and multiple touch points can improve customer retention and increase sales by developing an internal framework dedicated to enhancing the overall customer experience.

Without a framework to create, continuously evolve, and ensure a unified customer experience, a company’s best intentions in marketing, loyalty programs, employee involvement, product development and customer service can actually have a negative impact. It has been estimated that poor customer experiences undermine these investments and costs companies up to $100-billion annually in lost purchases and defections to the competition. The key to successfully managing a customer experience initiative is the deliberate development of a Customer Centric framework.

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