Customer Centricity : The Right Thing

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Customer centricity, we all know it’s the right thing, but why do so many fail to achieve it

Customer Centricity defined

The fact that the customer should be the focus for any business is not something that I need to go over with you, but why is it that most organizations to this day cant seem to quite grasp that idea; is something worth discussing. The reason why this is so important today is that we have seen a shift in the balance of power, which is power going back to the customers. They now, with the advancement of technology, have access to more services and an ability to voice and express their opinions on a grander scale. If a customer’s experience is not flawless, there are 10 other companies waiting to swoop their business and your now lost customer will tell the world about the bad experience they had with your brand.

“A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience”

Customer centricity is about offering great customer service, but it also emphasizes the importance of a great experience throughout the customer journey from the acquisition, conversion and retention stage. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Not only does focusing on the customer make sound business sense, but also research by Deloitte and Touche has found that customer-centric companies were 60% more profitable compared to companies
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