Popular myths of Customer Centricity
Why so many customer experience initiatives fail
More detailed information
Too many customer centricity initiatives fail.
The customer does not “feel” the difference between before and after. And therefore there is no effect on his behaviour: word of mouth, sales or loyalty. Eventually, those initiatives loose funding and they die a quiet death.
Why is that?
A major cause is that managers hold beliefs that instil actions that don't really improve the customer experience. They copy inspiring ideas from companies that are a lot more mature, but without installing necessary conditions to make them work. We call those beliefs "customer-centricity myths".
And that's what we'll talk about in this session:
how to avoid those pitfalls and move forward effectively and efficiently?
How do we best tackle that transformation?
In short: where do we put our money and energy for the best results?
Keynote by
Horst Remes is Managing Partner at Onestone, a consulting firm that helps companies improve bottom-line results through efficient, customer-centric service and customer experience. Horst is an engineer and has a background as an international sales director, but has focused exclusively on customer-centric strategy and customer experience (CX) as a consultant for more than 20 years.
He has led numerous customer behaviour research initiatives and is a valued speaker at corporate and customer experience events. Horst mainly talks about his own, hands-on experience in guiding companies to become more customer-centric. He approaches customer centricity in a very pragmatic way, averse to all fluffy concepts.
Customer Experience authority and thought leader. No 'fluffy' blah blah but practical and pragmatic strategy implementation.
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