No loyal customers without senior management’s commitment
Customer centricity has to be a company-wide commitment
And it starts at the top with senior management.
A company can never be more customer centric than its decision-makers. Regrettably, it’s not enough for middle management or your marketing manager to have seen the light.
To succeed in gaining more customers, and more loyal customers, you need to get all the top decision-makers to buy in. In other words: management must be motivated to invest the needed resources. This is the only way to embed the customer-centric mindset organisation-wide.
Speak a language senior management understands
What motivates your company’s decision-makers? The answer is simple: financial implications.
You won’t be able to sell customer centricity and customer loyalty with arguments like ‘it’s what the competition’s doing’, or ‘it’s the right thing to do’. You have to quantify the value with hard financial data. In other words, you need to present a business case:
- What would happen if your company lost just 5% of the customers who are currently the least loyal? And conversely, if you were able to sell 10% more to your most loyal customers, what would that do for your bottom line?
Get senior management’s full backing
Loyalty Group has more than 25 years of experience of loyalty projects in large enterprises and within diverse industries. This gives us the solid track record you need to bring every decision-maker on board. And we can help you every step of the way by:
- Creating a real-world business case for engaging in customer centricity
- Identifying your customer centricity challenges and goals
- Prioritising your key customer-centric drives for the coming years
- Advising on optimal customer-centric leadership based on best practice.
If you’re ready to quantify the value of a customer-centric approach, then contact us to discuss how we can get senior management to see the value on the bottom line.
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