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Whitepaper: Are You Becoming Customer-Centric?

by OMC GroupJan 10, 2012

This paper synthesizes opinion by arguing that loyalty can only be earned by having a superior customer value proposition in the first place. It describes a four-zone ""customer value impact"" framework for the measurement, planning and implementation of strategies designed to grow firm customer-centricity. The paper highlights the key principles that must be followed for any development programme to be successful. It concludes that in all situations, an optimized programme of change is the only