Tuesday, July 26, 2022


 Values create value, corporate social responsibility, sustainability, all add value to the shareholders, because they add value to the customer.

Oftentimes, the organization’s success is dependent on how they make customers succeed. They will also see the correlation between financial and customer results. If customer value-adding goes up, then the management will reinforce it. 

Although being customer-centric is at the top agenda of every forward-thinking organization, often, organizations don't know how to develop a strategic plan based on how to create value for customers, very few companies can walk the talk from top-down to digitize touch point of customer experience and quantify its value to achieve people-centricity.

Optimize customer experience by thinking from the lenses of customers, outside-in, instead of inside-out: Customer Experience is being able to evolve, and the only way to evolve is to constantly have information on your customers, learning when to influence them and add more touch points where necessary. Customers often share different data points with people who are there to listen to them, thus, frontline staff should build empathetic relationships with customers and understand their pains and needs.

The more channels a company has, the harder it becomes to maintain a consistent and efficient customer experience. It is an aggregate of all the different strategies around products/services differentiation, pricing differentiation, channel and any other customer-centric activities, which is intended to give the customer a unique experience and deliver quality customer experience with consistency.

You can’t have a consistently great customer experience without optimized processes and high-mature process management:
An ultimately honed and efficient business process should offer many valuable experiences and benefits on both customers and organizations! Building people-centricity consistently in a way that delivers the right experiences to the right customers at the right times is enormously complicated, in many cases. You would have no process without customer touch-points, therefore, the customer interactions are the route course of all of your internal interactions. All customer relevant process improvement should lead someway to an improvement in customer experience.

The customer experience is affected by every single touchpoint within a process; and by people who enable a process to flow efficiently. Also, not all processes and improvements are equal because each touch-point in any process does not always have the same effect. Thus, people, process, and technology need to be aligned seamlessly to improve people centricity. Every touch point of customer experience becomes the potential growth opportunity for business, the customer service and experience are put at front and center in people's minds. Customer experience is finally getting its true place on the podium to build a strong corporate brand.

Personalized products or services with easy to use interface and personal taste, to tailor customers’ needs:
To incorporate personalization themes inside an organization, "understanding your clients," "putting yourself in their shoes," "going above expectations," “knowing what they need before they know themselves,” etc, are all the great principles to enhance design thinking, predictive analysis, process optimization, for continuously improving customer satisfactions and running a people-centric organization. Improve design-driven empathy to dig beneath articulated solutions, recognize underlying needs and wants, making a company's products and services extraordinarily relevant to the wants, needs or desires of customers, physically, spiritually or emotionally.

The empathize mode is the work you do to understand people, within the context of your design challenge. Great customer experiences start with empathetic design, research and strategic insights, and ideas management from conception, design, development, production and quality assurance. It takes the customers' degree of satisfaction from “Satisfaction” to “Loyalty” to “Affinity/Advocacy” state for reaching the high level of people centricity.

To build a people-centric business, the organization needs to think in terms of building business capabilities, engaging employees, nurturing a culture of customer satisfaction. Values create value, corporate social responsibility, sustainability, all add value to the shareholders, because they add value to the customer. The companies can move from functioning to firm to delight and keep building differentiated business competency.


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