Stop Saying You Are Customer Centric
Is your company actually customer centric - or just saying it is?
75% of companies claim to be customer-first. But only 30% of customers agree. In some surveys, the gap is even worse: 81% of leaders say they’re customer-centric... and only 3% of customers believe them.
In this episode, Jochem Van Der Veer (TheyDo CEO) exposes the disconnect between intent and execution - and how journey coordination bridges the gap between brand promises and customer reality.
What You’ll Learn:
• Why most customer-centricity efforts fail - despite good intentions
• How internal misalignment shows up as friction in the customer journey
• The hidden cost of symbolic gestures: workshops, research, and surveys that don’t lead to action
• Real examples from telco and transportation sectors - where clarity around where to act changed outcomes
• The dangers of insight without ownership: when knowing the problem still doesn’t lead to change
• How journey coordination becomes the operational structure for proving customer focus
• What high-performing organizations do differently
• Why customer centricity isn’t a campaign - it’s a structure
Join the conversation:
Where is your company performing customer centricity… without practicing it?
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