Advances in technology and communication, combine with the explosive growth in data information, have given rise to a more empowered global consumer. Recent economic and political events highlight the need for companies to understand how consumers view the world and the most important attributes for their purchasing decisions.
Responding effectively to rapidly changing consumer needs has become one of the top strategic agenda items of organizations, alongside regulatory change and talent management. The value of Customer-centricity has become direly important today. Customer attitudes and behavior can determine how customers view and interact with the industry, as well as their expectation for the future. Organizations who respond best to what customers want now are most likely to succeed. A clear understanding of customer needs and behaviors across the organization will help drive profitable growth strategies and provide the confidence to invest in opportunities at a time when staying within budget is extremely difficult.
This framework serves as a guide for organizations in their journey towards Customer-centricity. Customer-centricity is creating a positive consumer experience at the point of sale and post-sale. There are 5 Core Principles that redefine relationships with customers and transform business models.
1. Protect business against disintermediation
2. Redefine customer relationships
3. Increase productivity to gain a Competitive Advantage
4. Diversify sources of revenue
5. Collaborate with new partners across the Value Chains
The journey to Customer-centricity is not an easy endeavor but it is essential in today's business environment.
This deck also includes slide templates for you to use in your own business presentations.
The Primer provides a detailed analysis of evolving customer demands and expectations. It includes practical steps and templates for implementing a Customer-centric Operating Model.
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Source: Best Practices in Competitive Advantage, Customer-centric Organization PowerPoint Slides: Customer-centricity Primer PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting
This PPT slide presents the Customer Experience (CX) Analysis & Design Framework, emphasizing its role in leveraging customer behavioral insights. The framework is structured around 2 primary axes: satisfaction levels and performance implementation.
On the vertical axis, satisfaction ranges from "Disgusted" at the bottom to "Delighted" at the top. This indicates the emotional response of customers based on their experiences. The horizontal axis categorizes performance from "Absent" on the left to "Fully implemented" on the right, reflecting the extent to which customer needs are met.
The graph is divided into 4 quadrants. The top right quadrant, labeled "Exciters and delighters," signifies high satisfaction coupled with high-quality performance. This area represents the ideal scenario where customers are not only satisfied, but also pleasantly surprised by the service or product. The bottom right quadrant, "Threshold/basic (must haves)," indicates that while performance is high, customer satisfaction is low, suggesting that basic expectations are met, but not exceeded.
The left side of the graph highlights areas of concern. The bottom left quadrant, "Absent," shows a failure to meet performance expectations, leading to low satisfaction. This is critical for organizations to address, as it indicates a significant gap in service delivery.
The slide concludes with a note on the innovative use of online tools and customer account information, suggesting that these elements can enhance personalized advice and service delivery. This insight is vital for organizations aiming to improve customer engagement and satisfaction.
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Customer-centric Organization Customer Experience Customer-centric Culture Customer Segmentation Customer Decision Journey Consulting Frameworks Consulting Training Strategy Frameworks Sales Sales Force Shareholder Value Experience Economy Brand Strategy Growth Strategy Jobs-to-Be-Done Customer Profitability
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