Webinar Recording: Attract, Retain, and Delight Your Customers: How to Create a Customer-Centric Company
Customer-centricity is a proven strategy to drive retention, referrals, profitability and accelerate growth, yet implementing it requires a holistic transformation of your organization’s mindsets, behaviors, and ways of working. While the breadth and scope of such a transformation can be daunting, there is a simple roadmap to bring a customer-centric culture to life.
Hear firsthand how Mathematica—a firm specializing in evidence generation, analysis and application—made customer-centricity a strategic priority to achieve industry-leading customer satisfaction scores in their work with clients.
Lisa Schwartz, Chief Business Officer at Mathematica, describes Mathematica’s commitment to achieving greater impact with their client partners and share recommendations for others embarking on the journey toward becoming more client-centered.
In addition, XPLANE CEO Aric Wood reviews tools and exercises to help you and your leadership team design a customer-centric initiative at any scale and bring it to life, resulting in measurable increases in customer satisfaction, retention, and revenue growth.
What you’ll learn:
- Why customer-centricity is a transformational growth strategy
- What a good customer-centric strategy looks like
- The five steps to transform your customer experience
- Practical tools and exercises to design and support your own program
Aric Wood, CEO
As the CEO of XPLANE, a global Design Consultancy that helps large organizations clarify, communicate, and achieve their vision and strategy, Aric leads the firm’s Strategy Activation and Change Management practices, is an international keynote speaker, and has appeared in publications and broadcasts including Forbes, CNN, Business Week, Entrepreneur, and Inc. Magazine.
Prior to XPLANE, Aric served in leadership roles at Intuit and Epinions.com, and as a strategy consultant at Bain & Company. He earned his BA at The Johns Hopkins University and MBA at Harvard University.
Lisa Schwartz, Chief Business Officer
Lisa brings more than 20 years of professional services experience to her role, directing efforts in business development, quality assurance, client relations, and innovative business practices. She directs business operations and leads critical strategic objectives, including transforming from a product-centered culture to a client-centered one, and implementing an innovation framework to accelerate growth.
As a catalyst for change, she has been instrumental in integrating new capabilities into the organization that will allow the company to thrive in a rapidly changing business environment. In the past two years, she introduced and embedded business process, client experience, and change management as core business capabilities.