Customer Centricity（客户中心）.pdf
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Customer Centricity
Presented by Craig Bailey, December 8, 2004
Leveraging the
Voice-of-the-Customer to Maximize Business
Results
1
Agenda
1. Why Listen to the Voice-of-the-Customer?
1. Why Listen to the Voice-of-the-Customer?
2. Purpose Scope
2. Purpose Scope
3. Process Methods
3. Process Methods
4. Benefits Realized
4. Benefits Realized
© 2004 Customer Centricity, Inc. All Rights Reserved 2
Why Listen to the VoC?
The Loyalty Effect
Grow Profits by t
i
f
Growing Customer o
r Price Premium
P
Relationships r
e Referrals
Increasing Retention m
o
t
s Cost Savings
u
C
l
a
u
n Revenue Growth
n
A
Base Profit
0 1 2 3 4 5 6
Number of Years Customer Retained
Source: The Loyalty Effect, Harvard Business Pr
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