What customer centricity means in a intermediated business model.
How can you be customer centric when there’s an intermediary ‘in the way’?
Many B2B companies have at least one form of intermediated channel within their value delivery chain. This is where a 3rd party has the commercial relationship with the customer e.g. distributors, dealers, brokers, franchisees, partners, wholesalers, etc. We may work closely together but ultimately the customer pays them and they pay us.
In this episode of the Customer Attuned Customer Centricity Corner I speak with Matthew Lacy of QBE Europe about their proposition in the insurance sector and how to develop and maintain trust and long-term partnerships with customers and brokers. His insights apply across the sector, not just in financial services!
Please get in touch if you’d like to discuss how you could manage your intermediary relationships better for mutua lvalue.
Want to watch more in the series? Click here
- Customer Centricity Corner with Peter Lavers – What customer centricity means in a intermediated business model. - October 4, 2023
- Customer Centricity Corner with Peter Lavers – the difference between customer strategy and sales strategy in B2B - July 26, 2023
- Customer Centricity Corner with Peter Lavers – Listening to Customers - June 26, 2023