Don’t confuse the term customer centricity with customer service. For years, Dr. Pete Fader of Wharton has been addressing this issue: customer centricity isn’t about taking extra care of your customers, it’s about understanding the value of your customers, and how to act accordingly.
At Ambition Data, we’ve taken this to heart and pioneering this in our analytics. Cutting your data by channel or demographic first is old school and generally misleading. Cutting by customer value first provides immediately actionable insights to marketers and executives alike.
The infographic below walks through the customer-centric analytics process we used with an online ecommerce site and their marketing. Feel free to reach out directly or on Twitter if you have any questions.