3 steps to become a customer centricity champion

Becoming a customer centricity champion – 3 steps to get started

A version of this article, how to become a customer centricity champion, appeared in the recent CSPNetwork newsletter and on www.cspnetwork.org Summary The Government’s new Sports Strategy advocates a more ‘customer-centered’ and collaborative approach by all parts of the sector. “This strategy is first and foremost about meeting the needs of the customer, understanding what […]

Customer experience in sport – a survey to help unleash growth

Great customer experiences don’t happen by accident Companies that consistently deliver great customer experiences are easy to name. The experience of flying with Virgin is memorably personal while the experience of shopping with Amazon is memorably fast. Both companies continue to drive growth by looking at the world through the eyes of their target customers. It is also […]

Customer-led growth – it’s time for a sporting revolution

Unleashing customer-led growth requires sports organisations to start a revolution. A revolution in how they think and work. The sports industry is facing a significant challenge. Consumer expectations are changing fast, and these changes could make community sport increasingly irrelevant. Yet the potential for growing participants and fans is huge. But to achieve it, sports organisations must commit to […]

Teamwork quote Vince Lombardi | RobertsSports

Teamwork is not a natural outcome of a flat structure

Teamwork is a value and a notion that’s obvious in many high performance teams. The All Blacks continuous success stems from a strong culture of teamwork. Meanwhile every year at least one Premier League team struggles when their collection of expensive talent fails to gel. It’s no different in business, where strong teamwork is required to meet tight deadlines […]

Bezos ecosystem customer centricity | RobertsSports

Amazon ecosystem to include Barclays branches

Customer-centricity is at the very heart of Amazon’s strategy. The online retailer understands that its success is driven by creating a pain-free shopping experience for its customers. Central to this strategy is an ecosystem of partners that can source and deliver a wide range of products. Interestingly, this ecosystem now includes Barclays Bank branches. An ecosystem of partners With innovations […]

Creating customer understanding

Customer understanding: are you getting an outside-in perspective?

One of the 3 foundations of customer centricity is a strong understanding of your target customers. This customer understanding is about more than analysing data. It’s about combining science with the art of customer empathy. An empathy that comes from getting out to see the world through your customers eyes. The Morrisons approach to customer understanding […]

3 simple lessons from thisgirlcan - Roberts Sports

3 lessons sports organisations can learn from ThisGirlCan

ThisGirlCan has been a success because it has stuck to some clear principles that are about mindset and commitment not the need for big budgets. In a recent interview with Marketing Week, Sport England’s Tanya Joseph shared some important lessons that can’t be repeated too often. Understand your audience Think outside-in Stick to the plan 1) Understand your […]