Ep 122 Show Notes

Customer Centricity is more than customer satisfaction, it’s about centering on the “right” customers to create Strategic Value. Host Victoria Meyer delves into the concept of customer centricity and its role in creating business resilience. Through insights from leading chemical companies' earnings reports and experts, Victoria unpacks the importance of customer centricity and its impact on strategic value creation.

This is part 2 of host Victoria Meyer’s 3 part series on approaches chemical companies are taking to combat the market weakness in the first half of this year (for more on this, check out Episode 118 of The Chemical Show where Victoria reviews 2Q23 earnings reports and Episode 120 which covers Commercial Discipline.

Learn more about the following:

Defining customer centricity in the chemical industry
Putting the right customers at the center of your business
Assessing customer lifetime value
Why strategic alignment matters
Business segmentation to create a higher level customer experience
Employee buy-in

Victoria explores the definition and differentiation of customer centricity from customer service, highlighting that not all customers are created equal. Emphasizing the need to focus on the right customers to create strategic value, Victoria shares key elements of customer centricity, including customer lifetime value, strategic alignment, segmentation, and employee buy-in.

Gain a deeper understanding of the journey towards customer centricity and how it can enhance business resilience in challenging market conditions.

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*** Engage with other leaders on Customer Centricity at The Chemical Summit. www.thechemicalsummit.com

S13E38 - We Can Do Them