S2 | Ep 13 | How To Win With Customer Centricity with Neil Hoyne, Chief Measurement Strategist at Google

In Episode 13 of Season 2 on Driven by Data: The Podcast, Kyle Winterbottom is joined by Neil Hoyne, Chief Measurement Strategist at Google, where they discuss how to build truly customer-centric organisations, which includes:

• What customer-centricity really means
• The shift from product-oriented strategies to a customer-centric strategy
• How to be truly customer-centric
• How to identify your best customers
• How to acquire, develop & retain customers
• How to build relationships with your customers
• The biggest mistakes organizations make that prevent them from being truly customer-centric
• Why is so much data collected by companies but unused
• The role of personalisation and experimentation
• How the pandemic has changed things in regards to customer valuations
• What drove him to write his book