20080303-OC_C-Stop,_look,_listen_10页_462kb

报告摘要

Stop, Look, Listen: The Importance of Customer Centricity

01 Key Principles

To achieve customer-centricity, organizations must:

Let customer perspectives cascade throughout the organization
Align all business decisions to deliver customer value
Regularly challenge and redefine activities for customer value creation
Undertake a cultural transformation

02 Success Stories

Tesco, Inditex, and Best Buy exemplify customer-centric success:

Tesco transformed from #2 to market leader in UK groceries
Inditex rapidly responds to trends (new products to customers in < 3 weeks)
Best Buy expanded beyond electronics retail to offer solutions through Geek Squad

03 Financial Impact

Implementing customer-centricity drives significant growth:

250% revenue increase shown for Tesco, Best Buy, Inditex
Strong net profit growth demonstrated across retailers

04 Core Elements Defined

Customer-centricity requires attention to six critical areas:

Traditional View	Customer Centric View
Lowest costs regardless of product type	Cost justification aligned to customer needs
Generic product ranges	Segment-specific range development
Standardized store formats	Flexible formats meeting specific shopping missions
Postponed procurement	Forward-looking purchasing aligned to store needs
Minimal overhead reduction	Invested overhead directly enabling customer proposition
Transactional customer understanding	Deep customer insights driving experience
Flat cost structure	Value-focused investments supporting key customer groups
Just-in-time inventory	Segmented supply chain balancing cost & speed

Key Takeaways

Customer-centricity is a comprehensive organizational approach requiring:

A complete rethink of business model elements
Regular alignment with customer priorities
Elimination of activities without clear customer value
Ongoing investment to understand and serve customers better

For further information: retail@occstrategy.com, www.occstrategy.com

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