Tag Archive for: Customer Centricity

During our own Company Future Journey, we have received valuable gifts from our customers. They let us know openly and willingly what really matters to them when it comes to an effective cooperation with a service provider. We are very grateful for this and have learned a lot during this process. We are happy to share these experiences with you here. Especially since we are convinced that they can be multiplied infinitely.

The Journey towards Understanding

In the course of our own realignment, we also set out to fully understand our (potential) customers. To do so, we spent dedicated time in an observer position, taking a metaphorical perspective. What moves our customers, how do they act, what is important to them – and what is not. What might they value and what makes them feel disturbed? Next, we formed hypotheses and verified each of them in discussions with a sample consisting of both, our customers as well as potential interested parties. This was an educational process. Some hypotheses turned out to be correct, while others were just over the top. And some other perspectives we had not even grasped yet. We therefore describe our impressions as a valuable gift from our customers.

The Canvas of Significant Insights

The results of our observations and survey – the described valuable gifts – were depicted on a TCJG Customer Value Proposition Canvas. All findings were first sorted according to “tasks” (customer jobs), “needs” (gains) and “pain” (pains). This process step was extremely clarifying, because it triggered a change of perspective. Above all, an overview over “pain” ensured that ideas for customer-specific solutions could emerge.

Today, valuable gifts from our customers such as these are the foundation for the design of all our services. We verify every idea to see whether it is in line with our clients’ perspective. And we always first focus on the benefits, which our work brings to our customers. And which set us apart from other providers in the long term. This is what we understand by customer centricity.