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The Age of Customer Centricity: Harnessing Growth in New Opportunities

Explore the seismic shift in power to customers and the impact on strategic agendas. Discover the growth from new places, faces, and spaces, including the emerging influence of developing economies and widening customer abilities. Learn how leaders drive success in the era of customer centricity.

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The Age of Customer Centricity: Harnessing Growth in New Opportunities

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  1. More Diverse More Knowledgeable More Demanding More Empowered The most significant trend impacting the Growth and Strategic Cost Agenda is the seismic shift in the balance of power to customers.

  2. The Age of Customer CentricityGrowth from…New Places Share of Global GDP: Developed vs. Emerging Economies “ Economic power moving from the G6 to the B6 Real GDP at 1996 prices and at PPP, US$ trillion ” CAGR2005–2025 Emerging 5.8% 61% 57% 49% Developed 2.7% 29% 39% 39% 43% 51% 71% 61% Source: EIU

  3. The Age of Customer CentricityGrowth from…New Spaces “ China’s income distribution The new middle class: New consumer classes emerge from world’s developing economies ” Affluent (More than US$10,000) Middle class (US$5,000 - US$10,000) Aspiring (US$2,500 - US$5,000) Poor (Less than US$2,500) 1997 2007 2017F Source: Euromonitor; Accenture analysis.

  4. The Age of Customer CentricityGrowth from…New Faces Impact of widening customer abilities…

  5. CustomerExpectations CustomerSatisfaction Customer Behavior Dynamics of the New Normal • What trends are defining the ‘New Normal’? • Customer satisfaction has leveled out • Customer expectations are rising sharply • Customer loyalty is an “old world” concept

  6. Customer Centricity ImperativesWhat the Leaders Get Right… Adaptive Supply Chains Actionable & Predictive Segmentation CC Performance Management “Complete” Customer Profiles Customer Experience Blueprints 3-D Growth Expanded Delivery Ecosystem Marketing, Sales & Service Synchronization “Do-it-Yourself” Capabilities Empowered Frontlines

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