Customer centricity is not a new concept. It first appeared over 20 years ago with the advent of customer relationship management. Today, it’s back with a vengeance because the power in the relationship has shifted away from the organization to the customer; the customer is now in the driver’s seat.
Thanks to the internet and social media, customers are networked and connected, and their influence is continuously increasing. A “bad customer experience” can quickly go viral and can cause an organization a lot of damage to their brand and reputation.
So, how can your organization start to fulfill your customers’ ever-growing expectations? In this guide, we give you the nine tips to achieve customer centricity.