Customer-Centricity

Customer-Centricity
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The Thank You Economy
In The Thank You Economy, Gary Vaynerchuk begins with the premise that we are returning to a time when our opinions, perceptions, and experiences of customer service actually matter.
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The Power of Loyalty: 10 Essential Steps to Build a Successful Customer Loyalty Strategy
This book seeks to provide a framework for a successful loyalty strategy in any company. The author starts out with some definitions of loyalty, defining the “loyalty cycle’s ” five steps: identify customers, track spending, motivate behavior, reward performance, and measure results.
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Domino: How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance
Ireland aims to translate “customer experience” and what she calls “target experience requirements” into actions that deliver better financial returns, to underscore the importance of customer perceptions for financial performance.
Thesis: Net Promoter Scores vs. Customer Satisfaction – A Comparative Study of Service Delivery Methods and NPS
This book is in dissertation form and seeks to investigate how service delivery practices result in high Net Promoter Scores (NPS). Over 930 surveys containing traditional customer satisfaction and NPS questions were collected from GE Healthcare Practice Solutions customers as they implemented the Practice Management and Electronic Medical Record software products over a 20 month period.
Senteo Rating
Senteo Rating
Thesis: Net Promoter Scores vs. Customer Satisfaction – A Comparative Study of Service Delivery Methods and NPS
This book is in dissertation form and seeks to investigate how service delivery practices result in high Net Promoter Scores (NPS). Over 930 surveys containing traditional customer satisfaction and NPS questions were collected from GE Healthcare Practice Solutions customers as they implemented the Practice Management and Electronic Medical Record software products over a 20 month period.
Senteo Rating
Brand Harmony
This book argues that the term “brand” does not simply refer to the message conveyed to customers. Rather, it is a comprehensive package that the customer perceives about a product.
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Leadership 2.0
This book is premised on a study that the authors facilitated to understand leadership skills that actually lead to results as opposed to those that are inconsequential or harmful.
The Crisis Experience
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Relationship-Centricity through Digitalization
Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
What will it take to develop a customer-centric culture?
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
Are Businesses Stupid When it Comes to Customer Relationships?
Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.