Is the customer really known – and put center stage?
is the organization truly centered on the customer? And is this centricity consistent throughout?
is there a clear profile of the target customer and described as accessible personality? Is this profile known to all throughout the company?
are these customers loyal and is this measured? Is the same true for the employees and stakeholders?
Developing segmentation criteria in alignment with the brand positioning.
Realistic and authentic description of the target customer. Customer profiles to improve the identification with customer needs.
Checking the impact through loyalty measurements (NPS), touch point impact and design impact measurement or customer centricity scoring (CCScore).