The CSP Network and 2 CSPs have jointly commissioned Paul Roberts to support their customer centric improvement journey. Paul has written an article outlining why sports organisations should champion customer centric sport.
Customer centricity is a conviction not a strategy
The world, and hence customer expectations, is constantly evolving. Selling functional products and services is now rarely enough. Customers expect their entire experience to make them feel good. Despite this, the number of organisations that can consistently deliver great customer experiences are few and far between. Those that do have evolved beyond a customer service mindset to embrace customer centricity. Virgin and Air New Zealand create memorable experiences for passengers, while Amazon are making shopping an ever faster and simpler experience.
Read more here.
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