Customer Centricity

Today's Era is focused on customer ....................

• Ecstacy

• Appeal

• Centricity

• Service

The ability of people in an organisation to understand customers' situations, perceptions and expectations

• Stakeholder Management

• Customer Centricity

• Service Appeal

• Relationship Management

An alignment will occur between the assurance about “who you are and what you stand for” and the reality of “what you do and what you deliver will drive

• Customer Satisfaction

• Bigger Wallet Share

• Trust

• On Brand Experience

The real communication is the message ............. not ...........

• received: intended

• Shared: intended

• intended: received

• intended: responded

The 5 C's of communication are clarity, confidence, completeness, correctness

• Conciseness

• Calmness

• Continuos

• Commanding

Saying what you have to say in the fewest possible words without sacrificing the other C qualities.

• Correctness

• Clarity

• Conciseness

• Completeness

Quick to show Authority

• Talkative

• Aggressive

• Sweet

• Demanding

Not too talkative, expressive

Neither Happy nor unhappy

• Sad Customer

• Happy Customer

• Passive Customer

• Straight Forward Customer

He needs to vent his feeling

and needs Lots of assurance

• Assertive Customer

• Impatient Customer

• Talkative Customer

• Passive Customer

This language helps build bridges

• Collaborative language

• Positive Language

• Good Language

• Confident Language