The heart of the word customer is “custom.” Great companies understand this. They know building a value proposition around what customers really want – and will want in the future is the foundation far a competitive advantage and business success. Who is Customer Insight Group? Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies. More CRM and Loyalty Marketing Resources Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/ eBooks: http://www.customerinsightgroup.com/white-papers Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program Pinterest: http://pinterest.com/engagekeepgrow/  

1. Critical Components for Building
a Customer-Centric Organization

2. What does it mean to be Customer-Centric?
The heart of the word customer is “custom.” Great companies understand
this. They know building a value proposition around what customers really
want – and will want in the future is the foundation far a competitive
advantage and business success.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

3. What are the benefits of Centricity?
• A profitable customer base
• Clear understanding of how to grow your business and profits, based on a
deep knowledge of your customers
• An ability to respond quickly to your customer needs and changes in
your business environment
• A faster, more efficient organization, as everyone beats to the same drum
• Better protection in downturns, due to more loyal customers
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

4. Commonalities of Customer-Centric Businesses

5. 1.
They see themselves not as a group of products, services,
territories or functions, but as a portfolio of customers.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

6. 2.
They know how much money they make or lose with each of their
customers or customer segments and understand why.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

7. 3.
They understand the individual needs of different customers
and group them into operational segments and sub-segments.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

8. 4.
They continually innovate by updating their customer segments and
sub-segments, improving their value propositions as customer needs change.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

9. 5.
They create a completely unassailable customer-innovation advantage
based on models grounded in continuous testing at customer touch-points.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

10. How do organizations become Customer-Centric?
1. Clear Vision. Everyone in the company understands what’s important and there is unwavering belief
that an intense focus on creating the best possible experience for customers is the best way to grow the
businesses.
2. Intimate Customer Insight. Commitment to set aside “what we think we know,” replacing it
with a current, accurate and data driven understanding of customers needs, preferences, and
expectations.
3. Customer Value. Put your valuable customers at the core of strategy and day-to-day operations.
Every action is first evaluated by its impact on customers. Valuable customers is an important term. It
describes the most profitable customers, rather than the largest number of customers.
4. Collective Collaboration. Get employees at all levels involved. You need to help employees
better serve customers with investments in training and enabling tools.
5. Constant Communications. Develop an explicit internal communications plan to make sure that
your employees are kept up to date on the priorities and progress of these efforts.
6. Tie Rewards to the Outcomes You Want. Create metrics and reward customer experience
success. The true commitment to customer experience shows up when employees get public
acknowledgements and incentives for exceeding those goals.
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

11. About Us
Customer Relationships – Engage. Keep. Grow.
Customer Insight Group is a strategic marketing company that uses
customer information to help its clients engage in successful and
profitable long-term relationships with each and every customer.
Loyalty Marketing & Social Media Marketing Services:
• Strategy
• Design
• Implementation
• Program Management
• Program Refinement
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

12. Free Loyalty Report
Check out Customer Insight Group’s FREE Loyalty Report!
http://www.customerinsightgroup.com/white_papers/brochure_loyaltyreport_2011.pdf
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758

13. Connect With Us www.customerinsightgroup.com
linkedin.com/company/240235?trk=tyah
twitter.com/sallieburnett
facebook.com/customerinsightgroup
customerinsightgroup.com/rss-feed/
info@customerinsightgroup.com
© 2012 Customer Insight Group
Website: www.customerinsightgroup.com
Phone: 303.422.9758