Influencers of desired, adequate service and product performance levels

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This is the sixth article that explores customer-centricity in today’s context.   It expounds on my fifth article on customer thought processes in a buying journey, “Significance of adequate service-product performance levels under disruptive conditions.” Customer expectations reside within a zone of tolerance that is related to desired and adequate service and product performance levels.  The …

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Significance of adequate service-product performance levels under disruptive conditions

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This is the fifth article that explores customer-centricity in today’s context.   It expounds on my fourth article on customer thought processes in a buying journey, “Aligning customer expectation, prediction with perception for positive Moments of Truth” Adequate performance reflects the minimum product and service level expected and could be accepted by both end and business …

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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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Six moments of truth to create a positive impression of your brand

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This is the third article that explores customer-centricity in today’s context. Moments of truth(MOT) describes the process that a customer journeys through in micro-moments that extends from the pre, during and post buying experiences.  It can be leveraged on for you to interact with a customer to form a positive impression and experience of your …

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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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Organisational Diagnosis

Organisational diagnosis, anticipating changes & framework for scenario building

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Your organisational success relies on your ability to grasp and adapt to your ‘next normal’, and by understanding the implications of Covid-19 on your organisation. It is imperative to take cognizance of both your internal and external business environment, impact on your customer needs and expectations. They help to reduce uncertainty of salient organisational matters, …

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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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finish, ready, final

Strategic readiness in 2021 & ‘new normal’

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Have you assessed your strategic readiness for 2021?  Strategic readiness refers to aligning your strategy to your organisation’s assets eg. people, processes, information.  Good strategic alignment enables your organisation to gain competitiveness, especially important given these uncertain times and recessionary conditions that we undergo.      Strategic readiness, help to spell out your organisation’s goals and …

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