Marketers' Perceptions Of Customers' Attitudes Toward Customer-Centricity, September 2014 [CHART]
The attributes that best define customer centricity are a senior management team committed to understanding the customer, functional alignment in support of a holistic customer experience strategy and a corporate culture that prioritizes customer satisfaction, according to a new study from the CMO Council and SAP. But while organizational processes must be in place to support a customer focus, what does customer centricity mean in the customer’s eyes?
Respondents to the survey were asked which of a series of attributes are most important in demonstrating customer centricity through the eyes of the customer. Read the rest at MarketingCharts.