What is customer-centricity?

07/11/2022 Article
profile picture of Stuart Harle

Stuart Harle

Qorus

Senior Adviser

“The customer isn’t always right. The right customer is always right. And yes, there is a difference.” Professor Peter Fader.

Surely that can’t be right? It goes against everything that’s ever been said about giving a high standard of service to customers.

Not all customers are created equal.

Don’t confuse a great customer experience or service, or being nice and friendly to them, with customer-centricity. 

You can’t give the same high level of service to all your customers as many don’t deserve it and those who try it may not deliver a satisfactory level of service to any customer. The consequences can be potentially disastrous.

Want to keep reading?

Create a web account to get access to more insights

Related news & insights

Insurance
25/06/2024 Interview

Behind the gold: The success story of Zurich's WhatsApp claims chatbot

Rosa Narváez is Head of Service Strategy and Transformation at Zurich in Spain. She is the person behind the 'WhatsApp...

Insurance
25/06/2024 News

CNP Assurances launches Climate Risk Index for French insurance sector

CNP Assurances, in collaboration with the DIALog Chair, has released a green paper titled "Climate Risk and Impact on Insurance."...

ESG
24/06/2024 Interview

Further Insights: The future of food – Addressing overconsumption and health

The way we produce food and the way we eat poses serious problems in terms of sustainable development and public...

24/06/2024 News

Revolut launches Pan-European loyalty program: RevPoints

This program allows Revolut customers to earn points on their everyday spending, which can be redeemed for rewards such as...

Digital Reinvention
24/06/2024 News

Commonwealth Bank of Australia launches CommBank Smart Health for Pharmacies

Developed in collaboration with Scrypt Ventures, this innovative omni-channel solution aims to enhance how patients pay for their medications and...

Digital Reinvention
23/06/2024 News

NatWest launches Cora+, a Generative AI upgrade to digital assistant

This new version, introduced during London Tech Week, will make NatWest one of the first UK banks to deploy generative...

Digital Reinvention
22/06/2024 News

OCBC Securities launches Singapore’s first AI stock-picker to triple young investors

A.I. Oscar predicts stock price movements and generates personalized stock ideas. Following a successful pilot from October 2023 to April...

Insurance
21/06/2024 Interview

NewTech Friday: Bluezone Insurance – Improving the lives of people with chronic health conditions

Karan Mehta, Founder & CEO at Bluezone Insurance, tells Qorus' Boris Plantier about his company, a specialist life insurance provider...