Optimum Sales – Do we measure the distance we need to cover to implement a Customer Centricity strategy?
Putting the customer at the center of our business has always been a challenge since the markets are hyper-competitive and our customers have countless purchasing options.
Differentiation through the delivered added value, customer service, service, and differentiated value proposition are the challenges in defining customer centricity strategies.
The difficulty is not in defining the strategy, the difficulty is in implementing it and doing so successfully.
From our point of view, to successfully implement a customer centricity strategy, we must initially conduct a dual measurement. The first is confirmation from our customers regarding which aspects they consider important in our relationship with them and which ones we need to improve. This assessment must be comprehensive and conducted by an external company to avoid subjective and emotional biases that prevent the client from expressing themselves with tranquility and objectivity.
Once this measurement is completed, Optimum proposes measuring the gap between the management of people in the different departments of our company and the measured expectations of our customers. With this measurement, we obtain the exact GAP to be covered in the implementation of the Customer Centricity strategy.
With this GAP clearly defined, action plans can be prepared with high-performance transformational teams, and with clearly defined actions in a shorter time than if we worked on intuition-based proposals.
We also propose to carry out this second measurement through an external company that can provide us with an objective view of the path we need to take.
At Optimum, we always propose conducting an objective measurement beforehand, before developing any implementation or strategic change. We propose developing the A3 methodology (Analyze Before Acting) which provides measurement tools, implementation experience, and monitoring for the secure adoption of new ways of working with the customer at the center.
