A key aspect of securing sustainable success is by identifying immediate opportunities and attainable early victories. As companies begin placing the customer at the center of their operations, they follow a framework that begins with using customer data to identify their most valuable patrons. Then, guided by a series of data-driven steps, they optimize their operations in order to find and acquire similar customers. The journey ends only when the entire organization has fully embraced and invested in customer-centricity.
While customer-centricity done right has the power to make significant changes, it’s important to remember the transformation will not happen overnight. Focusing on easier-to-deliver victories offers long-term benefits: first, it demonstrates that customer-centricity can generate immediate value for the company; and second, it helps to develop buy-in and sponsorship from company leaders — a critical component for the initiative’s success.
For data analysts, marketers, and other customer experience practitioners responsible for enacting a customer-centric strategy, here are three key steps to finding and achieving early wins: