Customer centricity

Putting the customer at the heart of everything you do

No longer prepared to put up with bad service or shoddy products, today’s consumers have higher expectations and more information at their fingertips than ever before. They’re transacting via the internet or television, on their mobile devices, or in kiosks but still want to use traditional stores and telephony too. If they have a poor experience they don’t just switch to another provider, they use social media to make sure their friends, colleagues and family know all about it.

In this consumer-driven landscape, customer focus is a strategic imperative. Companies across the globe are striving to embrace customer centricity. They’re seeking to increase customer satisfaction and loyalty by focusing on understanding customers’ needs and preferences.

What new technologies can they adopt to help them capture and analyse customer behavioural data? Can social media improve loyalty? How can they achieve a consistent customer experience across all touch points?

Customer-centric services

Sopra Steria can help you find the right answers. We’re helping our clients understand the implications of being a customer-centric organisation on their customer offering and the underpinning technology. We can help you to:

  • Understand your customers: providing a clear idea of who your customers are and what they want
  • Improve the customer experience: planning and delivering the customer journey around their needs and identifying the services required to ensure they achieve their purpose, through and across the channels of their choice
  • Ensure customer satisfaction: achieved through effective performance and satisfaction measurement, loyalty programmes and improved product and service recommendations.

Extending your market share

Getting these three pillars of your customercentric management right will enable you to acquire new customers and extend your market share. We can help you achieve this with a diverse range of services, from customer-centric strategy development and data management solutions, to making the business case and implementing silo-busting systems. We will equip you to overcome the challenges of interoperability and data quality between customer, channel and back office systems.

But that’s not all. Everyday our clients trust us to help them transform and operate their business and IT functions.