Companies need a plan for transforming their current operating model to a customer-centric one. Many moving parts make up customer centricity — from having a clear customer engagement strategy to talking with customers to creating a plan of action.
Developing this model comes down to four phases, which Gallup has categorized as discovery, diagnostic, analytic and sustainment. Within each of these phases, Gallup has also identified common tasks that enable companies to understand and act on the voice of the customer.
Content: Article
Authors: Amy Adkins, Ed O'Boyle
Source: Gallup Management Journal
Subject: Customer Related
Authors: Amy Adkins, Ed O'Boyle
Source: Gallup Management Journal
Subject: Customer Related
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