Few, if any companies, would dare propose a strategy and mission that didn't place customers at the center of attention. But knowing you need to be customer-centric and truly being customer-centric are not one and the same.
A comprehensive view of customers can be elusive given the number of marketing channels available for engagement. While hard at work on the problem, many companies haven't yet successfully integrated different channels and data sources, leaving the customer conversation disjointed.
As the Economist Intelligence Unit points out in a recent report, "Voice of the customer: Whose job is it, anyway?," the challenge is in finding new ways to capture the voice of the customer and provide that insight across all business functions. We've created the following infographic to encapsulate the report findings on the state of customer-centricity, why voice of the customer matters, and the changing mindsets and strategies it requires.
Sponsored by SAS, this site's sponsor, the report features results from a July 2012 global survey of 389 executives and insights shared by senior business executives and other experts in a series of in-depth interviews.