" ... traditional competitive advantages are becoming less distinctive in this new customer-centric world, we need to put more priority on customer centricity as the most effective advantage. It has been proven many times over that serving and keeping existing clients is much more profitable than only focusing getting new ones. When you create loyal customers, you won’t have to pay acquisition costs repeatedly. Also happy customers are proven to buy more than new or unhappy customers. These are really good reasons why to put efforts in to customer centricity."
Janne's course Customer Experience Blueprint is available on Learning,ly