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Why focusing on customers is crucial for post-crisis business
Customers inside a banking hall. To become truly customer-centric, financial institutions need first and foremost to gear their cultures towards serving the customer. File
Posted Sunday, January 31 2010 at 15:50
Customer is King
Those who predicted a few years ago that there would be a wholesale shift towards the internet were not entirely wrong. More and more customers are doing business online and liking it. Customers, it seems, want to be served through all available channels, electronic and brick. As competition intensifies, being nice to customers is no longer an option. It is a prerequisite for doing repeat business.
Shamku is a senior manager in advisory consulting specialising in Technology Consulting. michael.shamku@ke.pwc.com
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