About Us
Led by Jennifer Vandekreeke, best known for launching Carnival Cruise Line in Australia and growing the brand and the business from zero to a million guests, CustomerCentricity’s purpose is to help our clients make money and magic out of moments that matter. We have a track record of driving revenue, NPS and employee engagement for our clients through our 4-step Branded Customer Experience Framework. We always start with the brand promise. Then, our collaborative approach, combined with an obsessive drive to understand the customer, creates programs that drive brand advocacy through delivering a consistent brand aligned customer experience at every touchpoint.
The Brand Promise
As the embodiment of the company’s commitment to consistently deliver a specific type of experience at every customer touchpoint, the brand promise drives the development and delivery of the customer experience and the company’s internal and external communications.
To ensure continued growth; M&A decisions, product development, Cap Ex allocations, communications, marketing campaigns should be run through the brand promise filter to ensure they enable the business to better deliver on the brand promise.
Customer Advocacy
Passionate brand advocates are the key to success. And they are made, not born. For example, the two most trusted channels for travel experiences are personal recommendations (90%) and the online opinions/reviews of other consumers (70%).
On average, an individual will tell 9 people about a good experience, and 16 about a poor one.
Delivering consistently on a brand promise creates advocacy both online and in person, which sustainably drives higher revenue.
Expectation is the root of all heartache
When we meet or exceed our customer's expectations, we drive customer advocacy and repeat purchase. It's a sad reality of the human condition that negative surprises are far more impactful than positive surprises. In fact, it takes four positive surprises to balance one negative surprise.
This is why it's so important to identify ways to manage expectations and reduce pain points.