The secret of becoming customer-centric is often quoted as: ‘Putting your customer at the heart of your business’, or something similar. But it’s quiet a sweeping statement that rarely helps organizations face up to the challenge.
Customer-centricity is a long-term business-wide strategy, not just for the Marketing department or as an add-on project in your digital transformation program.
Being customer-centric is a response to a rapidly changing and challenging business environment and has many long-term benefits, but because it is more than a slogan it is hard to do well, and many organisations fail or live in limbo that is bad for the organization and its customers.
Our partner, Smarter Way Mentors, customer-centricity experts, have helped us put together some practical ways to achieve the strategy.
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