{"id":9996,"date":"2022-08-29T08:32:05","date_gmt":"2022-08-29T08:32:05","guid":{"rendered":"https:\/\/customersx.ch\/customer-orientation\/"},"modified":"2025-03-10T09:40:23","modified_gmt":"2025-03-10T08:40:23","slug":"customer-centricity","status":"publish","type":"page","link":"https:\/\/customersx.ch\/en\/customer-centricity\/","title":{"rendered":"Customer centricity"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"9996\" class=\"elementor elementor-9996 elementor-5927\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3336e39 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"3336e39\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e2fc16d\" data-id=\"e2fc16d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ffee805 elementor-widget elementor-widget-spacer\" data-id=\"ffee805\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae2c5f6 elementor-widget__width-auto elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"ae2c5f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Centricity<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a175ab elementor-widget elementor-widget-spacer\" data-id=\"0a175ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b3d253 elementor-widget elementor-widget-eael-creative-button\" data-id=\"3b3d253\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"eael-creative-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"eael-creative-button-wrapper\">\n\n            <a class=\"eael-creative-button eael-creative-button--default eael-cb-icon-position-right\" href=\"https:\/\/customersx.ch\/kontakt\/\" data-text=\"Wir freuen uns!\">\n            \t    \n                <div class=\"creative-button-inner\">\n\n                    \n                    <span class=\"cretive-button-text\">Consultation<\/span>\n\n                                            <span class=\"eael-creative-button-icon-right\"><i aria-hidden=\"true\" class=\"fas fa-arrow-right\"><\/i><\/span>                                    <\/div>\n\t                        <\/a>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b45d89 elementor-widget elementor-widget-spacer\" data-id=\"7b45d89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bbbe09f elementor-headline--style-highlight elementor-widget elementor-widget-animated-headline\" data-id=\"bbbe09f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;highlighted_text&quot;:&quot;to sustainable&quot;,&quot;headline_style&quot;:&quot;highlight&quot;,&quot;marker&quot;:&quot;circle&quot;,&quot;loop&quot;:&quot;yes&quot;,&quot;highlight_animation_duration&quot;:1200,&quot;highlight_iteration_delay&quot;:8000}\" data-widget_type=\"animated-headline.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3 class=\"elementor-headline\">\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\">The only path<\/span>\n\t\t\t\t<span class=\"elementor-headline-dynamic-wrapper elementor-headline-text-wrapper\">\n\t\t\t\t\t<span class=\"elementor-headline-dynamic-text elementor-headline-text-active\">to sustainable<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"elementor-headline-plain-text elementor-headline-text-wrapper\"><br>growth and profit.<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37bad7e elementor-widget elementor-widget-spacer\" data-id=\"37bad7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a948ac8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"a948ac8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-687f75b\" data-id=\"687f75b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-461ab3c elementor-widget elementor-widget-heading\" data-id=\"461ab3c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer centricity<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cacaba1 elementor-widget elementor-widget-text-editor\" data-id=\"cacaba1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As early as the 1990s, the positive correlation between customer centricity (customer excellence) and corporate success was empirically proven as part of success factor research. Despite all the confusion, customer excellence has steadily gained in importance in recent years &#8211; not least because several studies have shown that organizations whose customer excellence is at a high level have an average of 3 to 5% higher profitability. Due to the increasing interchangeability of offers, brands and experiences and the ever faster imitation of innovations by competitors, the only option is to turn more towards the customer.<\/p><p><strong>Customer Excellence is a mindset as well as a management model<\/strong> consisting of four different dimensions:<\/p><ol><li><strong>Customer Value-based Decision Making<\/strong>: Those responsible should make decisions in such a way that customer value (customer-firm value) increases continuously.<\/li><li><strong>Customer-centric<\/strong> transformation: Customer excellence should be understood as a continuous transformation process that ensures responsiveness to possible changes in customer attitudes and behavior.<\/li><li><strong>Co-creation<\/strong>: At its core, customer excellence serves to integrate the customer into the organization in the most <strong>value-creating<\/strong> way possible.<\/li><li><strong>Customer Management<\/strong>: As a result, the organization is enabled to establish differentiating customer management that can establish and develop more valuable relationships with customers than the competition.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f0d0d98 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"f0d0d98\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c70e62c\" data-id=\"c70e62c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2631feb elementor-widget elementor-widget-spacer\" data-id=\"2631feb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a6181ad elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"a6181ad\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1521739\" data-id=\"1521739\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-98304ce elementor-widget elementor-widget-spacer\" data-id=\"98304ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-cc959dd elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"cc959dd\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-fd2bfb7\" data-id=\"fd2bfb7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6736c4a elementor-widget elementor-widget-image\" data-id=\"6736c4a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/customersx.ch\/kundenorientierung-beratung\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"209\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2025\/01\/Contact-png-12-300x209.png\" class=\"elementor-animation-grow attachment-medium size-medium wp-image-17951\" alt=\"Contact - png (12)\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2025\/01\/Contact-png-12-300x209.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2025\/01\/Contact-png-12-768x536.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2025\/01\/Contact-png-12.png 960w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-371c395\" data-id=\"371c395\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7facd85 elementor-widget elementor-widget-heading\" data-id=\"7facd85\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Consulting offer Customer centricity<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f1cc8c elementor-widget elementor-widget-text-editor\" data-id=\"2f1cc8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer centricity is on everyone&#8217;s lips. In this context, it is not enough to define inspiring experiences or experiences that are as simple as possible. The aim is to ensure the company&#8217;s adaptability to changes in customers&#8217; purchasing behavior. As a specialized customer centricity consultancy, we have the tools and experience to successfully support you in your transformation to improve customer centricity.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d2ded10 elementor-align-left elementor-widget elementor-widget-button\" data-id=\"d2ded10\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/customersx.ch\/kundenorientierung-beratung\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Immerse<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4793264 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"4793264\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c85fa5e\" data-id=\"c85fa5e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b5ae767 elementor-widget elementor-widget-spacer\" data-id=\"b5ae767\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-da74612 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no e-con e-parent\" data-id=\"da74612\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1a79637 elementor-widget elementor-widget-spacer\" data-id=\"1a79637\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9d76e40 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"9d76e40\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-6c9d3ee\" data-id=\"6c9d3ee\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-774adb0 elementor-widget elementor-widget-spacer\" data-id=\"774adb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ee502a elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"4ee502a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/link.springer.com\/book\/10.1007\/978-3-658-20176-0\" target=\"_blank\" tabindex=\"-1\"><img decoding=\"async\" width=\"552\" height=\"877\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2025\/03\/Buch_Kundenorientierung_CustomersX.jpg\" class=\"attachment-full size-full wp-image-19073\" alt=\"\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2025\/03\/Buch_Kundenorientierung_CustomersX.jpg 552w, https:\/\/customersx.ch\/wp-content\/uploads\/2025\/03\/Buch_Kundenorientierung_CustomersX-189x300.jpg 189w\" sizes=\"(max-width: 552px) 100vw, 552px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><p class=\"elementor-image-box-description\">The essential guide to video for everyone who wants to transform their business.<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-108e2e5 elementor-hidden-desktop elementor-hidden-tablet elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"108e2e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-ad0275e\" data-id=\"ad0275e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fa5d008 elementor-widget elementor-widget-spacer\" data-id=\"fa5d008\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d609b30 elementor-widget elementor-widget-text-editor\" data-id=\"d609b30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Stay up to date with our newsletter.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-98b55f6 elementor-widget elementor-widget-oew-contact-form-7\" data-id=\"98b55f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"oew-contact-form-7.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f6923-p9996-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"6923\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/customer-centricity\/#wpcf7-f6923-p9996-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"6923\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f6923-p9996-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"9996\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"First\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"First name\" value=\"\" type=\"text\" name=\"First\" \/><\/span>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Last\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Last name\" value=\"\" type=\"text\" name=\"Last\" \/><\/span>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"E-Mail\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"E-Mail\" value=\"\" type=\"email\" name=\"E-Mail\" \/><\/span>\n<\/p>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Submit\" \/>\n<\/p>\n<div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-25da0c8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"25da0c8\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7abf3ec\" data-id=\"7abf3ec\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cdc68ed elementor-widget elementor-widget-spacer\" data-id=\"cdc68ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d8dda17 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"d8dda17\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1f61210\" data-id=\"1f61210\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-72294a1 elementor-widget elementor-widget-image\" data-id=\"72294a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/customersx.ch\/customer-centricity-canvas\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-1024x768.png\" class=\"attachment-large size-large wp-image-6735\" alt=\"Customer Centricity Canvas CustomersX\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-1024x768.png 1024w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-300x225.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-768x576.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-1536x1152.png 1536w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-2048x1536.png 2048w, https:\/\/customersx.ch\/wp-content\/uploads\/2020\/06\/Customer_Centricity_Canvas_CustomersX-20x15.png 20w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5075332\" data-id=\"5075332\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-292e84e elementor-widget elementor-widget-heading\" data-id=\"292e84e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Customer Centricity Canvas<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-98c424d elementor-widget elementor-widget-text-editor\" data-id=\"98c424d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>With the help of the Customer Centricity Canvas, you can evaluate the strengths and weaknesses of your company&#8217;s customer excellence and systematically define measures to improve it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bdd085d elementor-align-left elementor-widget elementor-widget-button\" data-id=\"bdd085d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/customersx.ch\/customer-centricity-canvas\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-21b1b00 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"21b1b00\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e02f79c\" data-id=\"e02f79c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0ad6bb8 elementor-widget elementor-widget-spacer\" data-id=\"0ad6bb8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f161ec4 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"f161ec4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0cf4343\" data-id=\"0cf4343\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f47f1c2 elementor-widget elementor-widget-spacer\" data-id=\"f47f1c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a0c3b2a elementor-widget elementor-widget-heading\" data-id=\"a0c3b2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Derivation of the term customer orientation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7933ec6 elementor-widget elementor-widget-text-editor\" data-id=\"7933ec6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Looking at the first definitional approaches, it is noticeable that customer excellence was contrasted with supply orientation. Although this sounds plausible at first glance (e.g., the automotive industry, which still uses the car and not the customer as an identification element in its CRM systems), it does not go far enough, because there are certainly successful organizations that focus on the offering and could still be customer-oriented. This definitional approach also lacks a clearly delineated management model. The offer is the insufficient core of the benefit for the customer and can only be philosophically delimited in terms of customer excellence. The level of customer excellence always has an impact on the range of products and services offered by an organization.  <\/p><p>In the years that followed, customer excellence was understood as a universal fixed star that uniquely drives all life in the organization. Sounds good, but is not very helpful in the day-to-day business of an executive. Also, the fact that the definition of customer excellence has changed extensively over time has meant that everyone understands something different about customer excellence. The lack of a model with different elements and contexts makes it impossible for many employees to understand how customer-oriented their own organization is in the first place. Other works on the topic of customer excellence see their task primarily in establishing a customer-focused organizational culture. The culture of an organization is an important building block for success. But as the name suggests, customer orientation is geared to the customer and (again!) not just to the organization. Most English-speaking authors equate customer excellence with customer experience or customer excellence with customer experience. This offers no discernible added value for management. Customer experience is an important element of customer excellence, but it is only one. Other authors reduce customer excellence to the use of customer insights. This understanding builds on the knowledge orientation. From the mid-1990s, a knowledge-based view of organizations became established and the primacy of knowledge and intellectual capital as the most important potential of an organization was emphasized. Consequently, the knowledge and learning ability of employees are the primary source of competitive advantage and the basis of an organization&#8217;s ability to survive. A knowledge-based organization transfers existing knowledge and skills into services that allow it to better meet its challenges. Transferred to customer management, the term &#8220;market-based learning&#8221; was introduced. As with culture, focusing solely on an organization&#8217;s knowledge development falls short. The understanding of customer orientation as a craft proves, as with any craft, the high value placed on knowledge. But there are other elements to consider. It remains to be said that, on the basis of knowledge orientation, customer information is an important component of customer excellence. Simply obtaining customer information is not sufficient for improving customer excellence. There are still many organizations that do not conduct high-quality customer surveys. It turns out &#8211; and this is shared with great frustration by many market researchers and data analysts in most conversations &#8211; that customer information is often not used to make decisions. Customer excellence does not stop at the production of customer insights, but these must then be used for as many decisions as possible in the organization.<\/p><p>In addition, some authors see customer excellence as the equivalent of customer relationship management. This also results in no real added value, or the sense of using two terms for an identical management model is not comprehensible. Furthermore, there are approaches that try to define customer orientation by several terms, e.g.. Total Experience, Customer Obsession or Insight Engine. The selection of terms seems indiscriminate and the terminology partly scary. Who wants to be obsessed?<\/p><p>At first glance, therefore, there are numerous different understandings of the term customer excellence. In most cases, customer excellence is defined far too narrowly, making it difficult to distinguish it from terms such as &#8220;customer service&#8221; or &#8220;customer excellence&#8221;. Customer Data Management, Customer Experience Management or Customer Relationship Management. The more complex attempts at definition focus more on the goal of driving a proverbial new sow through the village than on establishing an effective management model. Customer excellence thus runs the risk of becoming, like digitization, a hollow word that no one understands but which attracts moths like light.  <\/p><p>Customer Excellence consists of four dimensions and pursues the goal of increasing growth and profits by better adapting to changes in customer purchasing behavior. No more, but also no less.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customer Centricity Consultation The only path to sustainable growth and profit. Customer centricity As early as the 1990s, the positive correlation between customer centricity (customer excellence) and corporate success was empirically proven as part of success factor research. Despite all the confusion, customer excellence has steadily gained in importance in recent years &#8211; not least because several studies have shown that organizations whose customer excellence is at a high level have an average of 3 to 5% higher profitability. Due to the increasing interchangeability of offers, brands and experiences and the ever faster imitation of innovations by competitors, the only option is to turn more towards the customer. Customer Excellence is a mindset as well as a management model consisting of four different dimensions: Customer Value-based Decision Making: Those responsible should make decisions in such a way that customer value (customer-firm value) increases continuously. Customer-centric transformation: Customer excellence should be understood as a continuous transformation process that ensures responsiveness to possible changes in customer attitudes and behavior. Co-creation: At its core, customer excellence serves to integrate the customer into the organization in the most value-creating way possible. Customer Management: As a result, the organization is enabled to establish differentiating customer management that can establish and develop more valuable relationships with customers than the competition. Consulting offer Customer centricity Customer centricity is on everyone&#8217;s lips. In this context, it is not enough to define inspiring experiences or experiences that are as simple as possible. The aim is to ensure the company&#8217;s adaptability to changes in customers&#8217; purchasing behavior. As a specialized customer centricity consultancy, we have the tools and experience to successfully support you in your transformation to improve customer centricity. Immerse The essential guide to video for everyone who wants to transform their business. Stay up to date with our newsletter. Customer Centricity Canvas With the help of the Customer Centricity Canvas, you can evaluate the strengths and weaknesses of your company&#8217;s customer excellence and systematically define measures to improve it. Download Derivation of the term customer orientation Looking at the first definitional approaches, it is noticeable that customer excellence was contrasted with supply orientation. Although this sounds plausible at first glance (e.g., the automotive industry, which still uses the car and not the customer as an identification element in its CRM systems), it does not go far enough, because there are certainly successful organizations that focus on the offering and could still be customer-oriented. This definitional approach also lacks a clearly delineated management model. The offer is the insufficient core of the benefit for the customer and can only be philosophically delimited in terms of customer excellence. The level of customer excellence always has an impact on the range of products and services offered by an organization. In the years that followed, customer excellence was understood as a universal fixed star that uniquely drives all life in the organization. Sounds good, but is not very helpful in the day-to-day business of an executive. Also, the fact that the definition of customer excellence has changed extensively over time has meant that everyone understands something different about customer excellence. The lack of a model with different elements and contexts makes it impossible for many employees to understand how customer-oriented their own organization is in the first place. Other works on the topic of customer excellence see their task primarily in establishing a customer-focused organizational culture. The culture of an organization is an important building block for success. But as the name suggests, customer orientation is geared to the customer and (again!) not just to the organization. Most English-speaking authors equate customer excellence with customer experience or customer excellence with customer experience. This offers no discernible added value for management. Customer experience is an important element of customer excellence, but it is only one. Other authors reduce customer excellence to the use of customer insights. This understanding builds on the knowledge orientation. From the mid-1990s, a knowledge-based view of organizations became established and the primacy of knowledge and intellectual capital as the most important potential of an organization was emphasized. Consequently, the knowledge and learning ability of employees are the primary source of competitive advantage and the basis of an organization&#8217;s ability to survive. A knowledge-based organization transfers existing knowledge and skills into services that allow it to better meet its challenges. Transferred to customer management, the term &#8220;market-based learning&#8221; was introduced. As with culture, focusing solely on an organization&#8217;s knowledge development falls short. The understanding of customer orientation as a craft proves, as with any craft, the high value placed on knowledge. But there are other elements to consider. It remains to be said that, on the basis of knowledge orientation, customer information is an important component of customer excellence. Simply obtaining customer information is not sufficient for improving customer excellence. There are still many organizations that do not conduct high-quality customer surveys. It turns out &#8211; and this is shared with great frustration by many market researchers and data analysts in most conversations &#8211; that customer information is often not used to make decisions. Customer excellence does not stop at the production of customer insights, but these must then be used for as many decisions as possible in the organization. In addition, some authors see customer excellence as the equivalent of customer relationship management. This also results in no real added value, or the sense of using two terms for an identical management model is not comprehensible. Furthermore, there are approaches that try to define customer orientation by several terms, e.g.. Total Experience, Customer Obsession or Insight Engine. The selection of terms seems indiscriminate and the terminology partly scary. Who wants to be obsessed? At first glance, therefore, there are numerous different understandings of the term customer excellence. In most cases, customer excellence is defined far too narrowly, making it difficult to distinguish it from terms such as &#8220;customer service&#8221; or &#8220;customer excellence&#8221;. Customer Data Management, Customer Experience Management or Customer Relationship Management. The more complex attempts at 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