5 Steps to Customer Centricity

Companies are no longer in the business of selling products and services – they are selling experiences. Most decision makers in medium and large size companies however are far removed from their customers. In the 5 Steps to Customer Centricity award-winning Customer Experience professional Koert Breebaart takes us through a unique framework for enterprises to realize customer value in a limited timeframe. The book provides us the Customer Champions with a balanced understanding of the most important aspects of Customer Experience Management a practical guide to set companywide customer targets and examples illustrations and war stories from different industries on how the concepts are applied.