Today’s business world is fiercely competitive. In this kind of environment, having any type of competitive advantage is a powerful weapon. Since mere product centricity is a philosophy of the past, one of the most potent tools that a company can have today, to ensure that they stay ahead of the competition, is being customer-centric. Notably, customer-centricity is more than merely offering good service. Customer-centricity is an approach to doing business whereby there is a strong focus on providing a positive customer experience to drive profits and gain a competitive advantage. This experience is provided by the various components of customer interaction training at all interaction points with the customers. Research has shown that the capability and the orientation of the people in the organization are crucial in providing the desired customer experience that the organization aspires to give, to its customers. Hence, it is extremely important that your company makes the right investments in developing the capability of your service team members or whoever is responsible for providing the desired customer experience. A workforce trained in customer interaction training can generate new opportunities which can lead to huge returns for a company.
Revolve your world around the customer and more customers will revolve around you. 
- Heather Williams
Synopsis
Statistics pertaining to customer interaction challenges and its importance
- 60%
Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer. (CMO.com)
- 89%
89% of respondents who had recently switched from a business to its competitor did so because of poor service. (CMO.com)
- 72%
72% of customers will share a positive experience with 6 or more people. (Esteban Kolsky)
- 86%
86% of buyers are willing to pay more for a great customer interaction. (a Walker study)
- 66%
More than 66% of all competitors now compete primarily on the basis of customer experience. (a Gartner research)
Customer Centricity Development Needs Of Organizations
Organizations which want to remain competitive consider customer-centricity, not as a department, but everyone’s job and to be future-ready, do invest a lot of monetary and human resources in developing the customer-centric mindset and the capabilities pertaining to customer-centricity of its workforce. This is done so that they are able to create a positive impact on the customer that leads to business impact. Their want to be a customer-centric agile organization comes from the following needs:
Ensure Organization Growth By Focusing On Customer Centricity
Build A Customer-Centric Mindset Across The Organization
Drive customer centricity and customer experience
Develop relevant skills/competency to remain ahead of the competition
How Our Approach helps you
At GrowthSqapes, we believe that customer experience is the new battlefield. A capable customer-centric organization is one which achieves continuous upward growth and positively impacts business results by delivering positive customer experience. Notably, customer-centricity is not only aimed at the external customer but also at the internal customers within the organization. The consistent building of capability relating to customer-centricity is central to the organization’s ability to achieve the desired customer experience because it’s the people in the organization and not merely the customer service team members or the products that drive the experience. There lies the importance of customer service skills training. Hence, our overall end to end approach is based on 3 philosophies:
Identify skill or mindset gaps:
Consistent with our SCAPE process, at GrowthSqapes, our fundamental approach is – ‘Diagnosis must precede prognosis’. We deploy highly validated and reliable tools and methods to identify the gaps in the skill and minds of the people to build a sense of the areas and scope of development.
Develop skills/competence:
We go much beyond mere skill development and work in close collaboration with you and your functional leaders to unwrap the critical skills, behaviours, mindsets and capabilities related to the customer interaction. This contributes to the overall development of the customer-centric mindset and competence of the organization.
Build culture:
As a result of working with you and functional leaders to enable the manifestation of the desirable sales skills, competence and behaviours, you become re-energized to create the suitable sales culture and the organization culture that is required for your sales organization to achieve the desired business results.
Design Elements
Delivery Elements
Why GrowthSqapes for Customer Centricity?
- Practical and applicable customer centricity solutions delivered by a large pool of best-in-class consultants.
- Bespoke, research backed solutions delivered using multiple design and delivery methods.
- Industry validated expert knowledge on global best practices in customer centricity.
- Double ISO certified firm.
- History of successful work done both in India and in international markets.
Some Clients
