Customer-Centric Sustainability | Report

Running head: CUSTOMER CENTRIC SUSTAINABILITY
CUSTOMER CENTRIC SUSTAINABILITY
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CUSTOMER CENTRIC SUSTAINABILITY1
Executive Summary
The report is going to provide an in-depth analysis of the required topic, customer-centric
sustainability especially highlighting the processes and issues of the company, Endress and Hauser.
The report is going to be divided into three sections which are an introduction, discussion and
conclusion. There are going to several pieces of research in order to meet the required results on such
a critical subject. In the introduction part, certain aspects of the company have been highlighted along
with its customer satisfaction standards. In the discussion part, there is a total of five parts which
consists of customer-centric, customer leadership, customer empathy, designing the customer’s
expectations and customer-centric sustainability. The conclusion part will highlight the essential
aspects of the company and it may suggest some primary considerations which should be kept in mind
in the field of business. A reference list along with appendix is also attached with the report. The
primary objective is to provide an analysis on the desired subject so that it can help the readers to
stimulate their ideas appropriately as well as a piece of knowledge will be gathered on the company,
Endress and Hauser.
Table of Content

CUSTOMER CENTRIC SUSTAINABILITY2
s
Introduction...........................................................................................................................................3
Discussion.............................................................................................................................................4
Customer Centric..............................................................................................................................4
Customer Leadership.........................................................................................................................4
Customer Empathy............................................................................................................................5
Designing The Customer’s Experience.............................................................................................6
Customer Centric Sustainability........................................................................................................7
Conclusion.............................................................................................................................................8
References.............................................................................................................................................9
Appendix.............................................................................................................................................11

CUSTOMER CENTRIC SUSTAINABILITY3
Introduction
The topic is going to be discussed on customer-centric sustainability, which will be focused
on a company, Endress & Hauser. The report will be structured on five essential elements that are
customer’s satisfaction, customer leadership, customer empathy, designing and managing the
experiences of the customers and customer-centric sustainability. Endress & Hauser is the process of
performing operations, laboratory instrumentation and operating suppliers by automation globally.
The company consists of about one hundred thirty-four companies all across forty-eight countries
(Solutions 2017). In the year, the company has generated for about €2. 455 billion in net sales which
resulted in net income of €232.2 million. It also employed for about thirteen thousand nine hundred
twenty-eight staff members all across the world. It has its main branches which are located in most of
the developed countries, and they are in the United States, the United Kingdom, Canada, South
Africa, Australia, and Ireland.
The company offers a set of products through the process of automation which includes a
various range of goods and services, solutions for flow, level, temperature measurement and pressure
— the data collection as well as the system of integration (Birgel et al. 2015). The company is
attached to the brand, Analytik Jena, which is probably known as the group markets based on
analytical instruments as well as the systems of bio-analytical for the laboratories (Eberheim 2013).
The consumers related to the commercial markets which mainly operate in the business of food and
beverage, life sciences, chemical elements, oil and gas, power and energy, water and wastewater, and
metals and primaries industries. In the business of laboratory, the company serves the consumers from
the chain of healthcare facilities as well as academia (De Groot et al. 2016). The main aim of every
company is to satisfy the consumers by supplying their goods and services in order to meet the
customer’s expectations. In this way, the customers will share their personal experiences with an
individual organisation and also provides the particular goals of their satisfaction (Min et al. 2015).
Endress & Hauser assures to provide the best of their abilities through their process of automation and
believes in pure quality. The second most important thing is to understand the specific needs of a
particular consumer as well as the connection with the company which they want to deliver and make
a connection with customers appropriately.
The third significant point is to understand the consumers’ on a higher level, along with a
more profound sense of attachment. It helps in delivering an enjoyable experience, which will help to
understand the needs along with the meets of the customer. The fourth important aspect is designing
and managing the experiences of the customers which needs marketing strategies and planning on
advertisement so that the customers could keep contact with the company for the rest of their lives
(Lemon and Verhoef 2016). The fifth important factor is to customer-centric sustainability which
means sustainability through customers’ preferences which are increasing day by day and to act
accordingly. Therefore, the company has managed to survive for such a long time and have got mixed
reviews and have succeeded against many odds. The primary aim of this report is to provide a more
in-depth analysis of customer-centric sustainability based on the company Endress & Hauser. It will
be structured on separate aspects that may highlight the main objective which is to justify the
satisfaction and needs of the specific customers. The brief discussion will be elaborated in the
upcoming section.