Customer centricity - Employees as primary customers. They need to be turned into fans first!
The single employee is the main ingredient to amaze, excite, surprise and wow customers. Customer centricity originates in and sources from employee motivation and engagement. It boils down to the individual who makes a difference – may it be in the hospitality or aerospace industry, at the car dealer, or in retailing. One could argue, there is not much left to say about #customercentricity these days. This week’s economic forum at the Wirtschaftsclub Düsseldorf proved us wro