The Step Change Blog

The latest thinking on business, strategy, marketing and sales

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August 9, 2019

What Is Customer-Led Transformation?

Business Strategy, Customer Centricity, Transformation

There’s no getting around it. Today’s consumers hold the power to dictate business outcomes. But with more businesses struggling with their digital transformation initiatives, how can taking a customer-led approach to transformation lead to better results? 

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July 19, 2019

How to Become a Customer-Centric Organisation

Step Change, Culture & Leadership, Customer Centricity, Transformation

It’s easy to say your business is customer-centric; in fact, many businesses would claim they are putting their customers at the heart of what they do. 

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July 15, 2019

Customer-Centricity and the Banking Royal Commission

Finance, Culture & Leadership, Financial Services, Customer Centricity, Transformation

In the past, customers often trusted banks on the basis of their scale, professionalism, and history. Today, customers are more likely to measure the trustworthiness of a bank based on their customer service and support. Customer-centricity is likely to be the key to winning over customers again.

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