C3centricity Podcasts

A customer first strategy is not hard. Just think customer first in everything you do. So how come most businesses get it spectacularly wrong? I think the reason is because they don't see the immediate return. Reasons for having a customer-first strategy There has been enough research done to prove that the return on a customer first strategy is significant: • 86% of buyers will pay more for a better customer experience. But only 1% feel that vendors consistently meet their expectations. • 89% of consumers have stopped doing business with a company after experiencing poor customer service. • By 2020, customer experience will overtake price and product as the key brand differentiator. • 10% increase in customer retention levels result in a 30% increase in value of a company. Those are numbers that would make any CEO sit up and take notice! But will it make them act? Marketing are too busy building brands With so much information available today, marketing is being challenged to demonstrate its ROI. This mi