A Customer Centric Organization
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A Customer Centric Organization INSTRUCTIONS:
Here are some articles to bring you up to speed with the concepts of Customer Experience Management and the Customer-centric organization:
Anonymous (n.d.). Providing a customer-centric service: A Zurich Case Study. The times 100 Business Case Studies . Retrieved from: http://businesscasestudies.co.uk/zurich/providing-a-customer-centric-service/introduction.html#axzz2LZe3EHzI
Dasu, S., & Richard, B. C. (2010). Designing the soft side of customer service. MIT Sloan Management Review , 52(1), 33-39. Retrieved from Trident University Library.
Leonard, L. B., Lewis, P. C., & Stephan, H. H. (2002). Managing the total customer experience. MIT Sloan Management Review , 43(3), 85-89. Retrieved from Trident University Library.
Macaulay, S., & Cook, S. (2011). A customer-centric action plan. Training Journal , 14-16. Retrieved from Trident University Library.
Parke, J. (2012). Managing customer expectations. Applied Clinical Trials, 21(10), 40-42,44. Retrieved from Trident University Library.
Two related customer service management concepts to arise in the not too distant past include Customer Relationship Management, which focuses on forming relationships with customers in hope of forming a relationship bond to enhance future sales, and Customer Experience Management, which focuses more on the actual experience of the customer with an intent to optimize this experience. Here is an article worth reading that speaks about these two concepts, how they are related, how they are different, and provides other concepts and discussion.
Palmer, A. (2010). Customer experience management: A critical review of an emerging idea. The Journal of Services Marketing, 24(3), 196-208. Retrieved from Trident University Library.
CONTENT:
A Customer Centric Organization Name Student Affiliation A Customer Centric Organization Creating a positive customer experience at the point of sale and even after the sale is what defines an organization as customer centric (Businesscasestudies, 2015). An organization that is customer centric will make an effort to satisfy its customers by appreciating their opinions, understanding the customers, and also valuing them. The organization of focus in this essay is the Zurich Financial Services Group. Zurich has made great steps towards customer relationship management (Rouse, 2015). The overall efforts to do market research on both primary and secondary levels are an effort to create customer satisfaction. The financial group is therefo
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