Customers

Aligning customer expectation, prediction with perception for positive Moments of Truth

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This is the fourth article that explores customer-centricity in today’s context.   Customer satisfaction is derived after a customer goes through a thought process in relation to an organisation, product and service.  This thought process includes the customer’s expectation, prediction and perception, which can be described through Moments of Truth(MOT).  Defining customer expectation, prediction, perception and …

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Decent Product Service Customer Centricism

Perception & ‘decent’ product: Customer-centricity today (2)

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This is the second article that explores customer-centricity in today’s context. A product is a tangible item and a service an intangible item.  They are both closely aligned, with many products carrying an element of service, which are put on the market for consumption.    For example, when a customer buys a laptop, it comes with …

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Customer-centricism

Customer-centricity today: Creating value for both the customer & organisation (1)

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This is the first of a number of articles exploring customer-centricity in today’s context.   Organisations rely on end customers(customers) for their revenue.  It is imperative that customers are served well, because organisations rely entirely on customers for their very existence.   Organisations need to pay especial attention to their needs, wants, complaints and grouses.  Underlying this, …

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Create value for customers

Create value for customers & align to changing mindsets

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Creating value for customers today can be approached by understanding customers changing mindsets, values and experiences, that have arisen since the onset of the Covid-19 pandemic. This is the thrust by which companies can focus on, as a strategy to acquire and retain customers.  In relation, customer trust for organisations is a fair gauge of their …

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