Customer Centricity

Research carried out with a number of the best performing companies; found that the majority of senior managers were visiting up to a hundred customers a year, believing that there is a high correlation between relationship-building and customer satisfaction and customer loyalty, if supported by good service.  The same research also highlighted that the senior manager could occasionally be seen as a soft-touch by the customer if the-y gave away hard-won margin on a contract, which underlines the absolute necessity to treat customer centricity professionally and not believe a few positive customer-focused actions will win hearts and minds.