Customer-Centricity as a Business Mission

This article was originally published on Entrepreneur Europe.

While it is a widely spread board-room buzzword, the reality is that it is not as widely applied. Customer-centricity is easier said than done.

Customer-centricity often gets mistaken for customer experience and to explain the difference in simple terms; to deliver exceptional customer experiences you first need to be a customer-centric business. In other words, how much your company is customer-centric or willing to become so, is the result of the delivery of your customer experience.

A growing number of companies, in Europe and beyond, are focussing on providing positive experiences for their customers across all stages of the customer journey with the goal of creating returning customers for the long term. This includes to map, analise, fix, plan, organise, educate, measure, etc. But the main requirement is the need for a customer-centric approach across the business which must be transformed into a strategic initiative.

What constitutes a true customer-driven organisation?

In my Entrepreneur article, I share my opinion on what I believe is a customer-centric organization. Please take a look and let me know what you think.