Customer centricity goes beyond good intentions—it requires a fundamental shift in how a company operates.
Unlike businesses that prioritize products, profits, or efficiency, a customer-centric organization begins with the question, “What does the market need?” This approach focuses on delivering exceptional customer experiences (CX) and measures success through customer outcomes, not just sales or shareholder returns. While profitability and efficiency are still important, the primary goal is to ensure customer success. Companies that embrace this mindset understand that when customers thrive, other key metrics like retention and lifetime value will follow naturally.
Read my latest LinkedIn article to learn how adopting customer centricity requires a complete organizational shift, where all strategies and operations are designed to create meaningful value for the customer at every interaction.
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