Customer Experience

How Will You Really Become Customer-Centric?

Everywhere you turn there is another business story about the power of customers and the need for your company to become customer-centric. No surprise that everyone agrees that you need to delight customers and earn their loyalty – a PwC survey published earlier this year found that 90% of CEOs said customers had the biggest impact on their strategy.i But it’s one thing to say it and another to actually put customers first and have your customers feel that shift.

Being customer centric is way more than having a nice website and a great call center. Being Customer Centric in 2016 includes everything from product features to accuracy of billing to customer support – the whole enchilada. And this is why it’s so hard to truly become customer-centric – you have to change everything about the way you operate to give the customer a great, seamless experience through their journey with you.

But how can you make this happen? We’ve talked about this in one form or another for years. What makes it possible for companies to manage all the jumbled, conflicting priorities including reorganizing, reskilling employees, hiring different kinds of employees, marketing differently, and using social media?

That’s where service management comes in. Service management is automating and making the intangible parts of your customer’s experience visible and traceable. Integrating your workflows internally and then with customers (and suppliers) gives you fact-based transparency into daily operations. And it makes your employees lives better because it takes obstacles out of their way. You’re creating a better experience for everyone involved. It’s the real reason why companies can transform their businesses and reduce the friction in their customer-centric goals compared to past years. Technology that shines a light on the full value-chain of serving the customer has caught up to the vision of putting customers first.

Acorio worked with an international transportation management company to leverage ServiceNow for an application that delivered better service to customers. The company’s latest effort was an innovative application that allows tens of thousands of consumers to report on items lost or found in transit. This application was built and integrated seamlessly into the company’s internal systems and processes – letting a traveller who called to locate a lost item instantly get full insight into where the item was physically and how to get it back. Service management was the difference in how quickly this company could meet evolving customer demands, and finding a lost iPhone or two.

At Acorio, we see that the power of service management with ServiceNow gives transparency and operational flexibility to clients that embrace a customer-centric model. If you’d like to move past philosophical discussions about the importance of customers and get into making it real, drop us a note:


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