{"id":44246,"date":"2023-11-02T10:25:13","date_gmt":"2023-11-02T10:25:13","guid":{"rendered":"https:\/\/www.elixirr.com\/en-us\/?p=44246"},"modified":"2025-11-11T10:20:21","modified_gmt":"2025-11-11T10:20:21","slug":"customer-centricity-your-guide-to-success","status":"publish","type":"post","link":"https:\/\/www.elixirr.com\/en-us\/customer-centricity-your-guide-to-success\/","title":{"rendered":"Customer-centricity: your guide to success"},"content":{"rendered":"\n

In part I<\/a> of our series discussing all things customer experience (CX), we explored the common pitfalls that result in 32% of customers globally walking away from a company after just one bad experience. So, what do your customers actually want? And how can you achieve this? Research shows that when asked what they value most, it’s the basic things that customers want companies to get right:\u00a0<\/p>\n\n\n\n

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  1. Speed <\/li>\n<\/ol>\n\n\n\n
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    1. Convenience <\/li>\n<\/ol>\n\n\n\n
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      1. Knowledgeable help  <\/li>\n<\/ol>\n\n\n\n
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        1. Friendly service  <\/li>\n<\/ol>\n\n\n\n

          Quite often, discovering the answer is as simple as asking your customers what would keep their loyalty. If you\u2019re a bank, for example, you could hold a focus group with some of your longtime customers and ask them about the current experience of your banking products and services, as well as insight on what could be done to make it better.  <\/p>\n\n\n\n

          Getting CX in the good books<\/h2>\n\n\n\n

          Many times, leaders of legacy organizations want to leverage customer experience for short-term profit-generation \u2013 a quick win that does not actually contribute to the long-term success and health of the company. CX should not just be the focus of the moment, but rather a consistent practice, ingrained in the culture of an organization. In fact, CX often requires the serious commitment of organizational resources to accomplish, like establishing a customer experience function as a CX center-of-excellence (CoE).  <\/p>\n\n\n\n

          A CX CoE is an internal function that helps to define, develop and share CX standards and leading practices in a place that employees can easily find. This serves as an internal advisory group to help drive customer-centric thinking and design around any customer experiences, new and old. The CoE is a center of reference, but should be active in all conversations about new products and business transformations, ensuring that customer-centricity becomes a way of thinking internally. CX representatives should be cross-functional and actively involved across all internal departments and lines of business. Even more crucially, the CX CoE should be the loudest voice in the room and biggest advocate for how CX links to business value, and crucially, the value lost without it. <\/p>\n\n\n\n

          Build the business case<\/h2>\n\n\n\n

          Revenue generation and growth is not complete without support from other business segments, so the CX CoE must demonstrate the clear link of CX to overall organizational value. When going about a new transformation, especially one that proposes to augment the CX for the better, making the financial case for this new initiative is vital for its success. Carefully describe the opportunity presented, the background of the project, project goals, quantification of project benefits (financial projections: detailed revenue, operational cost model, financial model, cash flow statement for DCF analysis). Quantifying how much the project will cost and how it will financially help the business over time will enable executive sponsorship to understand and more feasibly support large CX initiatives. Without the sufficient quantification of benefits, it can be hard for senior leaders to see the value of CX programs. <\/p>\n\n\n\n

          Leverage data to drive innovative CX<\/h2>\n\n\n\n

          When thinking about those key points for improving a CX that your customers want \u2013 one that is quick, convenient and has knowledgeable help and friendly service \u2013 how can those experiences be enhanced and enabled? The answer inevitably ties back to data enrichment. Consider how you can leverage data<\/a>, whether externally or internally, to enhance your customer\u2019s overall experience. <\/p>\n\n\n\n

          Internally, consider: <\/p>\n\n\n\n