TABLE OF CONTENTS Customer centricity is the capacity of organizations to focus on providing customers opportunities to be involved in every aspect of the business. It is achieved when customers are able to access and interact with multiple areas of the business at both the tactical and strategic levels of the organization. The organization is committed to the conviction that the customer is at the center of all that they do. They involve the customer in their organization with a great amount of communication and trust. An organization that is truly customer-centric does not hold the more limited view of serving the customer, but rather views the customer as a partner in the organization.
An organization is customer-centric if it:
Addresses customer issues fully and resolves them completely.
Ensures that all employees adopt an external focus.
Grants employees the authority and tools to decide the right way to treat customers.
Gives the customer the choice to interact with the organization in ways that are to their benefit.
Supplies customers with goods and services that they will want.
Let customers decide how the business is organized.
Accords customers the ability to dictate the organization's policies.
Stauffer, D. (2001) What customer-centric really means: seven key insights. Harvard Management Update Newsletter, 6 (8), 1 3.
Brian Miller
University Of Delaware, USA
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