Who Owns the Customer Relationship?
Peter Horrocks, Director, BBC World Service Group
Peter Horrocks states that everyone in an organisation has to live and breathe ‘customer centricity’. He also says that due to the different levels of expectations, you have to find a way to customise your approach to different consumer groups.
Questions
Select from the links below to watch our panel respond to questions posed by the floor
- Who owns the customer experience on the board?
- How should you respond to customer feedback?
- Who are the key consumers in your supply chain?
- Does everyone in a business need to be customer focused?
- How is the BBC approaching its customers in a multichannel world?
- In the B2B space, are there good examples of customer centricity?
- How do you measure the strength of the customer relationship?
- Can customer service ever be perfected?
- How should businesses deal with bloggers and social media activists?
