Stop Saying You Are Customer Centric - Insights Ep. 3

Stop Saying You Are Customer Centric

Is your company actually customer centric - or just saying it is?

75% of companies claim to be customer-first. But only 30% of customers agree. In some surveys, the gap is even worse: 81% of leaders say they’re customer-centric... and only 3% of customers believe them.

In this episode, Jochem Van Der Veer (TheyDo CEO) exposes the disconnect between intent and execution - and how journey coordination bridges the gap between brand promises and customer reality.

What You’ll Learn:

• Why most customer-centricity efforts fail - despite good intentions

• How internal misalignment shows up as friction in the customer journey

• The hidden cost of symbolic gestures: workshops, research, and surveys that don’t lead to action

• Real examples from telco and transportation sectors - where clarity around where to act changed outcomes

• The dangers of insight without ownership: when knowing the problem still doesn’t lead to change

• How journey coordination becomes the operational structure for proving customer focus

• What high-performing organizations do differently

• Why customer centricity isn’t a campaign - it’s a structure

Join the conversation:

Where is your company performing customer centricity… without practicing it?

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