{"id":883,"date":"2019-10-02T09:37:00","date_gmt":"2019-10-02T09:37:00","guid":{"rendered":""},"modified":"2023-09-14T11:13:04","modified_gmt":"2023-09-14T11:13:04","slug":"customer-centricity-and-digital-transformation-an-unattainable-utopia","status":"publish","type":"post","link":"https:\/\/hamilton.global\/ar\/customer-centricity-and-digital-transformation-an-unattainable-utopia\/","title":{"rendered":"\u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u062a\u062d\u0648\u0644 \u0627\u0644\u0631\u0642\u0645\u064a\u060c \u0647\u0644 \u0647\u064a \u0645\u062f\u064a\u0646\u0629 \u0641\u0627\u0636\u0644\u0629 \u0628\u0639\u064a\u062f\u0629 \u0627\u0644\u0645\u0646\u0627\u0644\u061f"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00bb1\u2033 admin_label=\u00bbsection\u00bb _builder_version=\u00bb3.22\u2033 da_is_popup=\u00bboff\u00bb da_exit_intent=\u00bboff\u00bb da_has_close=\u00bbon\u00bb 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class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<p>[et_pb_section fb_built=\u00bb1\u2033 admin_label=\u00bbsection\u00bb _builder_version=\u00bb3.22\u2033 da_is_popup=\u00bboff\u00bb da_exit_intent=\u00bboff\u00bb da_has_close=\u00bbon\u00bb da_alt_close=\u00bboff\u00bb da_dark_close=\u00bboff\u00bb da_not_modal=\u00bbon\u00bb da_is_singular=\u00bboff\u00bb da_with_loader=\u00bboff\u00bb da_has_shadow=\u00bbon\u00bb da_disable_devices=\u00bboff|off|off\u00bb][et_pb_row admin_label=\u00bbrow\u00bb _builder_version=\u00bb3.25\u2033 background_size=\u00bbinitial\u00bb background_position=\u00bbtop_left\u00bb background_repeat=\u00bbrepeat\u00bb][et_pb_column type=\u00bb4_4\u2033 _builder_version=\u201d3.25\u2033 custom_padding=\u00bb|||\u00bb custom_padding__hover=\u00bb|||\u00bb][et_pb_text admin_label=\u00bbText\u00bb _builder_version=\u00bb3.27.4\u2033 background_size=\u00bbinitial\u00bb background_position=\u00bbtop_left\u00bb 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The result of a business is a satisfied customer.\"\r\n<i>\r\n<\/i><i>Peter Drucker\u00a0<\/i>\r\n\r\n\"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.\"\r\n<i>\r\n<\/i><i>Sam Walton\u00a0<\/i>\r\n\r\nDuring the last years we have not stopped hearing and evangelizing about putting the consumer at the center of the decisions or about how to direct any element of the organization to the satisfaction of the interaction with the consumer.\r\n\r\nIs this really so? Are organizations prepared for it? Are companies implementing real policies of positive interaction with the consumers? Do they facilitate negotiations? Are they proactive?\r\n\r\nAlthough there are always honorable exceptions, it seems to me that we are not in the good way if we attend to the big brands in territories such as banking, insurance, transport, telecommunications or energy.\r\n\r\nI think we all have negative experiences with these companies that make us doubt the ability to digitize services to facilitate the life of the consumer in saving time, efforts and bureaucracy. Is the problem in training? In the overpromise of service? In the lack of architecture or design of a website or an app?\r\n\r\nWe already know that change is not simple, that changing a culture from large traditional organization to a more digital-centric one is not easy, but they should be prepared for it since a client is a treasure. Many companies do not seem to give it the importance of losing it, it is not a problem.\r\n\r\nWho has not heard that, \"to contract everything are easiness\u2019s, but once you're inside everything is trouble\"? We understand, as consumers, that this should not be so and loyalty policy should be as important as customer acquisition.\r\n\r\nLoyalty goes through an element as simple as, in a digital age such as in which we are, before any problem or circumstance, you could be attended and managed online 100%, solving the issue reason for the problem without waiting, without complication and assuming proactivity by the company.\r\n\r\nMature sectors covered by large organizations have to pull their socks up to improve the customer service system and conflict resolution.\r\n\r\nWhat are we talking about digital transformation if we don't know how to put the customer at the center of the organization? Hurry up traditional organizations and brands!\r\n\r\nDigital Transformation makeup is not enough. We expect a real digital policy and we want it now.\r\n\r\n<b>Jordi Crespo<\/b>","_et_gb_content_width":""},"categories":[130],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Centricity and Digital Transformation, an unattainable utopia? -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hamilton.global\/ar\/customer-centricity-and-digital-transformation-an-unattainable-utopia\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Centricity and Digital Transformation, an unattainable utopia? -\" \/>\n<meta property=\"og:description\" content=\"[et_pb_section fb_built=\u00bb1&#8243; admin_label=\u00bbsection\u00bb _builder_version=\u00bb3.22&#8243; da_is_popup=\u00bboff\u00bb da_exit_intent=\u00bboff\u00bb da_has_close=\u00bbon\u00bb da_alt_close=\u00bboff\u00bb da_dark_close=\u00bboff\u00bb da_not_modal=\u00bbon\u00bb da_is_singular=\u00bboff\u00bb da_with_loader=\u00bboff\u00bb da_has_shadow=\u00bbon\u00bb da_disable_devices=\u00bboff|off|off\u00bb][et_pb_row admin_label=\u00bbrow\u00bb _builder_version=\u00bb3.25&#8243; background_size=\u00bbinitial\u00bb background_position=\u00bbtop_left\u00bb background_repeat=\u00bbrepeat\u00bb][et_pb_column type=\u00bb4_4&#8243; _builder_version=\u00bb3.25&#8243; custom_padding=\u00bb|||\u00bb custom_padding__hover=\u00bb|||\u00bb][et_pb_text admin_label=\u00bbText\u00bb _builder_version=\u00bb3.27.4&#8243; background_size=\u00bbinitial\u00bb background_position=\u00bbtop_left\u00bb background_repeat=\u00bbrepeat\u00bb]\u00bbThe single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.\u00bb [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hamilton.global\/ar\/customer-centricity-and-digital-transformation-an-unattainable-utopia\/\" \/>\n<meta property=\"og:site_name\" content=\"Hamilton\" \/>\n<meta property=\"article:published_time\" content=\"2019-10-02T09:37:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-14T11:13:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hamilton.global\/wp-content\/uploads\/2023\/08\/Customer-centric-brand.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"700\" \/>\n\t<meta property=\"og:image:height\" content=\"300\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Vicente Navas\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u0643\u064f\u062a\u0628 \u0628\u0648\u0627\u0633\u0637\u0629\" \/>\n\t<meta name=\"twitter:data1\" content=\"Vicente Navas\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u0648\u0642\u062a \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u0627\u0644\u0645\u064f\u0642\u062f\u0651\u0631\" \/>\n\t<meta name=\"twitter:data2\" content=\"\u062f\u0642\u064a\u0642\u062a\u0627\u0646\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hamilton.global\/customer-centricity-and-digital-transformation-an-unattainable-utopia\/\",\"url\":\"https:\/\/hamilton.global\/customer-centricity-and-digital-transformation-an-unattainable-utopia\/\",\"name\":\"Customer Centricity and Digital Transformation, an unattainable utopia? 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