Stop Saying You Are Customer Centric - Insights Ep. 3

Stop Saying You Are Customer CentricIs your company actually customer centric - or just saying it is?75% of companies claim to be customer-first. But only 30% of customers agree. In some surveys, the gap is even worse: 81% of leaders say they’re customer-centric... and only 3% of customers believe them.In this episode, Jochem Van Der Veer (TheyDo CEO) exposes the disconnect between intent and execution - and how journey coordination bridges the gap between brand promises and customer reality.What You’ll Learn: • Why most customer-centricity efforts fail - despite good intentions • How internal misalignment shows up as friction in the customer journey • The hidden cost of symbolic gestures: workshops, research, and surveys that don’t lead to action • Real examples from telco and transportation sectors - where clarity around where to act changed outcomes • The dangers of insight without ownership: when knowing the problem still doesn’t lead to change • How journey coordination becomes the operational structure for proving customer focus • What high-performing organizations do differently • Why customer centricity isn’t a campaign - it’s a structureJoin the conversation:Where is your company performing customer centricity… without practicing it?Follow Jochem on LinkedIn:Explore Journey Management with TheyDo: