7 Pillars of Customer Centricity

The 7 Pillars of Customer Centricity

by Jenny on December 30, 2014 Comments Off on The 7 Pillars of Customer Centricity

Businesses across the industry are embracing the concept of customer centricity by forgoing traditional business-driven strategies and adopting a more customer-driven strategy. Customer centricity is sometimes used as a catchall term for talking about customer feedback or customer satisfaction results, but making people happy is only one part of the equation. To have sustained success, companies must understand current customer needs and wants, and ensure that there are the right internal and customer-facing strategies, processes and marketing initiatives to satisfy them.

That is where a new structure, born of data-driven customer science, comes in. The seven pillars of customer centricity provide a framework for action, giving companies the insights needed to track, measure and improve in seven core areas. By analyzing customers’ perceptions against these pillars, marketers have a blueprint for customer-centric activation to drive customer loyalty. Here are the seven core pillars and how they help boost customer loyalty:  Check out the 7 Pillars here


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Jenny Dinnen is President of Sales and Marketing at MacKenzie Corporation. Driven to maximize customer's value and exceed expectations, Jenny carries a can-do attitude wherever she goes. She maintains open communication channels with both her clients and her staff to ensure all goals and objectives are being met in an expeditious manner. Jenny is a big-picture thinker who leads MacKenzie in developing strategies for growth while maintaining a focus on the core services that have made the company a success. Basically, when something needs to get done, go see Jenny. Before joining MacKenzie, Jenny worked at HD Supply as a Marketing Manager and Household Auto Finance in their marketing department. Jenny received her undergrad degree in Marketing from the University of Colorado (Boulder) and her MBA from the University of Redlands.

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