Customer Centered Strategies is focused on helping companies create sustainable competitive differentiation through the quality of the customer experience they provide. This is accomplished by understanding customer feedback, alignment of strategic vision, streamlining cross-functional processes, implementing value and automation, and improving employee engagement through effective change management.
Voice of the Customer
Center your business around what truly matters - your ability to quickly and effectively deliver per your client's needs. Do you know and understand what your customers are telling you? Are you responding?
Align your people, processes, and technology of your enterprise to achieve your strategic objectives. Can your employees articulate their purpose? Are they guided by it daily?
Process Improvement & Automation
Incredible enterprise efficiency and effectiveness can be derived from LEAN and Six Sigma process improvement practices. Are your processes preventing you from effectively serving your customers? Are they costing you market share?
Even with great strategy, processes, and technology, it's the people in your business that provide the greatest value to your clients. Do they understand the changes being made? Are they actively driving the change in the direction you and your customer desire?
Differentiating through price and technological features is becoming more difficult, and less sustainable. With the right kind of people, processes, and technology you can turn your understanding and service into a sustainable competitive differentiator.