The world is moving 180 degrees away from Henry Ford's product-centric business model to a customer-centric one, and we start to see the immense power of being able to find the right information quickly. This information will challenge the direction of any company simply because customers actually expectations may be 180 degrees from what companies are already planning for.
Companies and company management need to adopt a strong understanding of the major societal forces shaping our world, and be conscious of their expectations and needs. The management team must know where and how to respond for the good of their organization, and for society as a whole by providing services and products that meet both sets of needs. It is all about matching DNA's, values and attitudes. What we want is NOT just satisfied customers but conciously satisfied customers that work as ambassadors.
Our method is based on a 360 degree approach to customer centricity, where customers are seen both as company internal customers and external customers. We assist in developing strategies, systems, methods and tools that embraces and benefits the customer in everyday life. And the goal: To meet the external customer 24/7/365 with tailormade customer programs at specific points-of-contacts - where and when the customer prefers it.