Description

We systematically look at the company and its services from the customer's perspective, capture the relevant "customer journeys" and identify focus areas and tasks for customer-centric service improvement.

Ziele/Nutzen

• Answer to the question: "How do we put our customers and their needs at the center of our thinking and actions?"
• Develop basic tools for customer centricity (personas, customer journeys, customer governance, etc.)
• Determine action roadmap for improving the customer experience
• Anchor the customer centricity perspective in the organization

Time required

• Project duration: 3-5 months
• Half-day kickoff workshop with management and selected employees
• 6-8 mini-workshops with selected employees
• Selective interviews with management, employees, customers and partners
• Project management