So You Want to Be Customer-Centric?
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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Related:
- Customer Centricity: What Is It Really and How Do You Get It? – a Smartbrief on Leadership video from me
- 6 Ways to Build a Customer-Centric Culture – a Harvard Business Review article I wrote
- Customer Centricity: Focus on the Right Customers for Strategic Advantage – a book by my colleague and Wharton Professor Pete Fader