Barriers to Customer Centricity (Presentation)
Earlier this month I had the honour of being affectionately introduced as the "warm-up act" for Fred Reichheld during an NPS masterclass he gave together in the Netherlands. As Fred mainly focused on introducing the Net Promoter System and describing the dangers of bad profits, I decided to go for the more organisational aspects of customer-centricity. I did this by focusing my talk on what I consider to be three of the main barriers to customer-centricity in many organisations: