customer centricity at the associate level - theo christ saks fifth avenue

Customer CentricityAt the Associate Level

Customer Centricity is a strategy to fundamentally

align a company’s product and services with the

wants and needs of its most valuable customers.Peter Fader, PHD, Wharton Business School

“The Customer” no longer exists

Relationship Expertise

Loyalty and Wallet Share

Customer Centricity

Treat everyone great….. and others greater Peter Fader

On the Selling Floor

Relationships vs Transactions

Make a customer, not a sale.

Katherine Barchetti

Entrepreneurs

Eagles don’t flock.Ross Perot

Invest in Tools, Training and Development

If I had 8 hours to chop down a tree, I’d spend 6 sharpening my axe.

Abraham Lincoln

Aligning Goals

If you don’t know where you are going, you might wind up someplace else. Yogi Berra

Retention

Every client you keep is one less you have to find. Nigel

Sanders

Build a Client Book

Customers are an investment. Maximize your return.

PeopleSoft

Relationship Expertise

In business you get what you want by giving other people what they want. Alice

McDougall

Loyalty

Customer satisfaction is worthless. Customer loyalty is priceless.

Jeffery Gitomer

When talented [people] are given the authority and ownership to guide initiatives toward success, you can take a great deal of chance out of whether your strategy will succeed.