On Customer Centricity

Your customers expect you to understand them.

But that's easier said than done. Despite significant investments in customer experience, it's still difficult to consistently and reliably adapt to customer expectations. 

To get it right, companies need to reframe how they think about and interact with their customers, and continually measure and refine how those customers move through their organization.

In my line of work I get the opportunity to help organizations become more customer centric. In this space I share the ideas and practices that I find most useful in the hopes that readers will be able to use them to create great customer experiences.

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Alka Tandan

I am a customer intelligence executive with more than 15 years of experience leading teams and projects. My career has crossed virtually every vertical, through the lens of research and technology. I create ‘aha’ moments for clients and employees to see business problems differently and recognize a new path forward. 

My expertise is in:
● Increasing customer loyalty and business profitability.
● Drawing on an eclectic range of analytic models and business examples to frame business problems and identify the right research strategy to address them.
● Build, re-structure, and manage teams to address the business needs of the moment.
● Developing client self-sufficiency to decrease service costs.
● Harnessing community management techniques and technologies to support digital consultation and longitudinal research.