Customer-centric

Integrating customer experience and customer loyalty

Building a customer-centric organization Businesses are making the shift toward a customer-centric operating model. As markets and channels have evolved, products and services have become less differentiated. Customers have... ...Read more

Integrated Customer Loyalty: Organizing for Customer-Centricity

The concepts of integrated customer loyalty and customer-centricity go hand-in-hand, as one begets the other. As organizations shift toward operating paradigms that more intentionally put the customer at the... ...Read more