Customer Centricity

Puts your customer at the heart of your business

Business Cluster: Customer Intimacy

Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Becoming a customer centric organization requires among other things, a cultural and attitudinal change from employees; something that might cost more time and be more difficult than what many thinks. However, this is not the only thing that needs changing. To fully embrace a customer centric attitude, old ways of working must make way for completely new processes and ways of organizing the company that stems completely from customer needs.

The shift towards becoming a truly customer centric organization is both complex and long but, do not be put off by this as even the smallest changes to policy and processes can have a significant benefit for both employee and your customer.


  • Customer Experience. By analyzing the economics surrounding customer expectations, and focusing on the behaviors that define leading customer experience, organizations can deliver better experiences that improve the bottom line.

  • Customer Value. A customer-centric business creates value for customers that eventually creates value for the company. Use a coin as analogous to a customer-business relationship. One side represents the company’s value and the other the customer’s value. Over time, the value of that coin can only increase if both sides win. What does “customer value” mean at your company?.

  • Customer Life-Cycle. It’s important to understand your prospects and customers throughout their entire journey and life cycle, and, at least, to know what happens with them through all contact moments and touch-points between them and your company.