Our Publications

We love sharing our passion for Customer-Centricity

Three decades of global change management taught us that an organization’s ability to orchestrate all eight drivers of Customer-Centricity harmoniously along the customer experience is the key factor of success.

By means of our publications, we are sharing our passion for Customer-Centricity and hopefully triggering a dialogue that contributes to a further evolution of this prevailing marketing philosophy for sustainable results.

June 2018 - by Taco Nieuwenhuijsen

What does Customer-Centric Leadership mean in practice?

Customer-Centric Leaders relentlessly:

  • Demonstrate genuine interest in their customers every single day.
  • Listen and talk with their customers.
  • Clearly and consistently put the customer first.
  • Advocate for internal cross-functional collaboration.
  • Sit on top of customer-metrics, and act accordingly.
  • Hire the right people.
  • Engage with frontline staff to understand their issues related to the customer experience.