The 6 essential ingredients of a customer centric culture
Most business-to-business (B2B) organisations talk about being customer centric. Some go further and say they have a deeply embedded culture of listening and ...
Deliver a compelling CVP that speaks to your customers and creates a real competitive advantage.
Talk to us todayA Customer Value Proposition (CVP) is not your brand name, product offering or a simple marketing statement. Your CVP is your promise to your customers. It is the whole experience you desire to provide and all those other things that you plan to provide your customers to differentiate your offering from your competitors.
Your desired or proposed CVP will often not be the same as your customer’s current perceptions of you based on a combination of everything you offer, how your customer experiences your offering and how they think you are different from your competitors.
From a customer’s perspective, an effective and well implemented CVP answers the question “will your organisation best meet my needs?”
Seeing the world through your customers’ eyes is not easy and requires a significant shift in perspective away from a description of what you think your unique selling point is, e.g. we are the biggest, the cheapest, the fastest, to a description of the value that your customers perceive you deliver to them, e.g. easy to do business with.
Businesses and not for profits are facing an environment of unprecedented change, and technological and business model disruption from new entrants. Few people would argue that survival depends on having a deep understanding of, and quickly responding and adapting to, the changing needs of customers.
In this fast changing world, there are four main questions that boards and executives need to answer:
Defining and delivering a strong CVP will enable your organisation to deliver a customer experience that:
Insync partners with clients to help them understand whether their CVP is being lived out internally and whether customers are experiencing that CVP as planned by using the five step cycle outlined above with online surveys, in-depth phone interviews, customer and stakeholder focus groups, action planning sessions and CVP workshops.
We can help develop voice of the customer frameworks, customer journey mapping, net promoter score consulting, patient surveys, market entry strategies, key customer profiles, customer charters or brand positioning strategies.
Insync has worked closely with our organisation for many years, and created bespoke research solutions based on our needs and intended outcomes. Their team is always helpful and responsive.
Most business-to-business (B2B) organisations talk about being customer centric. Some go further and say they have a deeply embedded culture of listening and ...
You won't have happy and engaged customers on one end of the phone line if you have unhappy and disengaged employees on the other end of the line.
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