Peer Review

Customer Centric Strategy

Material Detail page

Reviewed:: Feb 18, 2023 by Business

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Ratings

Overall Rating:

Content Quality:

Effectiveness:

Ease of Use:

Overview:

Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.

Type of Material:

Open (Access) Textbook

Recommended Uses:

In-class, Homework, Individual, Self-paced

Technical Requirements:

HTML, Web browser, Microsoft Word, PDF

Identify Major Learning Goals:

The book focuses on organizational change and customer centricity, putting the customer at the center of business decisions, processes, product creation, services, and procedures. Users will understand the importance of customer service and customer centricity and describe the role of customer service and skills necessary for working in a customer contact center.

Target Student Population:

College Upper Division, Graduate School

Prerequisite Knowledge or Skills:

Marketing

Content Quality

Rating:

Strengths:

Strong textbook covering customer service and the customer experience

Includes references, multimedia, activities, and up-to-date resources

Interesting examples

Concerns:

None

Potential Effectiveness as a Teaching Tool

Rating:

Strengths:

The book increases the potential for student learning.

Strong textbook for right course

Identifies objectives and concepts throughout

Concerns:

Could use pre-requisite knowledge, like marketing principles, especially for Chapter 7

Ease of Use for Both Students and Faculty

Rating:

Strengths:

The book has a clear and consistent layout

Professional and easy to use

Generally accessible

Concerns:

Some Contrast Errors with text, review for issues

Other Issues and Comments:: Although the book is suitable for college students, high school students and anybody with an interest in customer service will find it to be an invaluable resource.
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