2. Customers

2. Customers

All of the top performing businesses of the modern era are “customer centric” – this means that they focus their Strategy, People and Operations on delivering high customer value throughout the entire customer lifecycle.

While different industries will necessarily approach their customers differently, in a tactical sense, customer centric businesses usually follow very similar concepts and strategies, which they then apply agnostically to the channels, processes and tools that are available to them. Our Sub Pillars also reflect this approach.