Listening to what your customers want may sound simple but is usually much easier said than done.  Customer centricity involves a total commitment to get the organisation to challenge and redefine all of its activities – every aspect of the retail business model must reflect customer priorities and values.

In the first in our series, OC&C have identified the critical factors and the sequence in which management needs to address Customer Centricity:

         1. Defining the battlefield

         2. Customer focused propositions

         3. Efficient channel mix

         4. In-store excellence

         5. Fir-for-purpose supply chain

         6. Lean overhead

Click here to download the first in our series addressing the six critical challenges to delivering a Customer Centric business model.

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