Customer Centricity Link to Customer Experience ROI

As customer-centricity of an organization increases, customer experience management return on investment also increases.

Typically five times as many executives think theyre customer centric relative to the number of customers who agree.

Organizational design and change management are critical components of getting to customer-centricity; a disruptive element is necessary to acknowledge that the company is organized to do business in an internally focused way, and to address the prevalent attitude: "Well, I know we have to change, but we can't stop doing what got us here."

This can't be done by a single operating area; people have to align themselves across the current process, improve it, and take it to the next level by re-thinking the experience and all of the different parts involved in it. Read more at www.customerthink.com