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Essay Available:
Pages:
2 pages/β‰ˆ550 words
Sources:
6 Sources
Style:
APA
Subject:
Business & Marketing
Type:
Essay
Language:
English (U.S.)
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MS Word
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Total cost:
$ 8.64
Topic:

A Customer Centric Organization

Essay Instructions:

Here are some articles to bring you up to speed with the concepts of Customer Experience Management and the Customer-centric organization:

Anonymous (n.d.). Providing a customer-centric service: A Zurich Case Study. The times 100 Business Case Studies. Retrieved from: http://businesscasestudies(dot)co(dot)uk/zurich/providing-a-customer-centric-service/introduction.html#axzz2LZe3EHzI

Dasu, S., & Richard, B. C. (2010). Designing the soft side of customer service. MIT Sloan Management Review, 52(1), 33-39. Retrieved from Trident University Library.

Leonard, L. B., Lewis, P. C., & Stephan, H. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85-89. Retrieved from Trident University Library.

Macaulay, S., & Cook, S. (2011). A customer-centric action plan. Training Journal, 14-16. Retrieved from Trident University Library.

Parke, J. (2012). Managing customer expectations. Applied Clinical Trials, 21(10), 40-42,44. Retrieved from Trident University Library.

Two related customer service management concepts to arise in the not too distant past include Customer Relationship Management, which focuses on forming relationships with customers in hope of forming a relationship bond to enhance future sales, and Customer Experience Management, which focuses more on the actual experience of the customer with an intent to optimize this experience. Here is an article worth reading that speaks about these two concepts, how they are related, how they are different, and provides other concepts and discussion.

Palmer, A. (2010). Customer experience management: A critical review of an emerging idea. The Journal of Services Marketing, 24(3), 196-208. Retrieved from Trident University Library. 

Essay Sample Content Preview:

A Customer Centric Organization
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Student Affiliation
A Customer Centric Organization
Creating a positive customer experience at the point of sale and even after the sale is what defines an organization as customer centric (Businesscasestudies, 2015). An organization that is customer centric will make an effort to satisfy its customers by appreciating their opinions, understanding the customers, and also valuing them. The organization of focus in this essay is the Zurich Financial Services Group. Zurich has made great steps towards customer relationship management (Rouse, 2015). The overall efforts to do market research on both primary and secondary levels are an effort to create customer satisfaction. The financial group is therefore averagely customer centric since the results of the market research are not fully defined.
Zurich Financial service group developed a concept that would be used to reach customers by communicating their business strategies. This concept would allow the customers to pay a premium each year in order to order to obtain an insurance cover in the event of any types of loss or harm. The abilities of the customers to claim for the costs of any types of repairs, replacements, or loss of profits are guaranteed with the concept of Zurich help point. This whole plan indicates the dedication that Zurich has towards satisfying the customer needs by seeing that they are comfortable while consuming the products offered by the company.
The scope at which Zurich did its market research with the customers coming first, simply indicates how well acquainted they were with the environment. This quality therefore contributes to the findings on the product, price, sales, and most importantly the distribution policies. All these aspects are in an effort to create a sustainable customer base. By creating direct email for their consumers, Zurich shows its openness to suggestions, opinions, and also recommendations (Parke, 2012)
. The organization finds it appropriate to learn how to solve consumer problems along with the appropriate solutions. This is in an effort to better their relationship.
In order to increase output as a resort towards customer satisfaction, Zurich financial service group came up with a business strategy that a...
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