Have you thought about the link between customer satisfaction and profit

It is customer centricity and you need to "walk the talk" 

Here is what business leaders say ...

Walt Disney (1930): 

"Do what you do so well that they will want to see it again and bring their friends."  

Jeff Bezos, CEO Amazon (2010) 

"If there is one reason we have done better than our peers in the Internet space over the last 6 years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business.                                                                     It certainly matters online where word of mouth is so very, very powerful."

The Harvard Business Review (2011):

“Becoming customer-centric means looking at an enterprise from the outside-in rather than the inside-out — that is, through the lens of the customer rather than the producer.
It's about understanding what problems customers face in their lives and then providing mutually advantageous solutions.”

Eric Ries, the Lean Startup Book (2011):

" Lean thinking defines value as providing benefit to the customer; anything else is waste"

Customer and employee centricity...

Crucial to your business:

A universal philosophy that every business should follow.

Embedding customer findings into your business will help you change the way you think and behave. It will define your company culture and DNA:

  • Starts at the top with your leadership team - with a clear vision, direction and goals  
  • Involves everyone in the business. Listen to employees, give them power, make them accountable and make them happy...                                        Offer them a positive experience so they can in turn deliver a strong customer experience
  • Drives informed decisions that positively impact all business areas - so work fluidly and always look to improve your processes.
  • Fosters agility and innovation. Pre-empt and adapt to market changes in an ever increasing complex environment.
  • Accelerate profitable growth, as you better understand your customers and employees, satisfy their needs and grow in partnership in the long term.

Begin right now:

  • In today’s connected and unpredictable world, it is critical to understand how customers feel and react. It is everyone's responsibility to adapt.
  • Encourage discussion and share the learning with everyone. This means employees are pushing in the same direction, are mutually supported in their role and trust each other. 
  • Think about customers and employees early on and you will build strong emotional relationships for the future.


Sophie Appleby Portrait

Start the revolution

Let's work together to engage with your customers and employees and build long-term win/win relationships.
You'll create an enduring emotional bond and brand - and become a market leader.

Mobile +44 (0)7554 323 883

Email sophie@sophieappleby.com

Web www.sophieappleby.com


"A colleague strongly recommended Sophie's workshop on customer centricity as she was delighted with the sound business advice she took away from it. So, I naturally contacted Sophie and I haven't been disappointed.
She knows her profession extremely well and she has helped me understand the link between my product offering and my customer needs; as a result I adjusted my pricing and communication strategy. She also helped me gain extra confidence to further develop my business.
Morever, Sophie has tremendous empathy and it is a true pleasure to meet with her every week"

Sonia (Feb 2012)

“I have attended Sophie’s session on the client -centric approach at the ESCP Europe London Campus. I have been completely convinced by the examples and teaching brought up by Sophie and have understood a lot of points on how to improve my business approach towards customers. I would definitely recommend would-be entrepreneurs to attend this course as it goes through the fundamentals of success for a start-up.”

Eric ( May 2012)