Customer Centricity - what it is and what does it even mean to be customer centric : Becoming more customer centric - just like enhancing the Customer experience - it comes back as a goal- in virtually all digital transformation projects, as a benefit that can be achieved with an emerging technology or class of enterprise solutions, or even as an objective of a merger / acquisition. While Customer-centricity isn't new, it is increasingly used in the context of, among others, digital market transformation, corporate customer culture, a customer-oriented business approach and the customer life cycle including service etc.
However, often we talk about customer-centricity without really knowing what we mean - It depends. Most of us use it in the sense of putting the customer at the centre. Realizing that, regardless of time, creating customer value and really putting customer first, beyond a simple customer focus, it generates most and long lasting business value.
Nowadays, in a reality of a connected customer, the increasing role of the customer experience and among others, the multi-channel, omni-channel, customer behavior, we are mainly using it in this context of integrating and / or connecting what we do around the customer so the the customer has seamless experiences or at the very least finds what he needs in a fast and easy way regardless of touch points.
The customer doesn't want to see or experience how we are organized. He wants to be seen as a person and wants to find what ne needs fast. He wants it easy. It goes for the navigation of the websites, the interactions they have with contact centre, anything really.
