How to develop a customer-centric organisation

Dixons Carphone

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Introduction

The business world has changed: barriers to entry are coming down, entire industries are being disrupted, consumers have more choice than ever before and the media landscape is fragmenting. This creates new challenges and opportunities for businesses and brands - the biggest of which is how to differentiate their brand, product or service going forwards. One of the few remaining ways to do this is to become more customer-centric, to glean meaningful insight from consumer data and ultimately place the customer at the heart of all key decisions.

Definitions