What does Customer Centric mean?

Customer centric is a business practice of centralizing corporate strategy on the customer and their needs — a strategy based on putting the customer first of all.

It is not only offering great service to them, but enabling a great experience across all three phases related to customer service:

• Pre-transaction
• Transaction
• Post-transaction

Companies have to satisfy their customers — so customer centricity must always be present throughout the company.

• Customer-oriented leadership.
• Understand the customer profile and needs based on information and data collected.
• Empower the team to make decisions and solve customer problems.
• Define indicators to measure the efficiency of the service provided.
• Use customer feedback for continuous improvement of the service and of the products or services you offer.

Customer centric should not be understood as a concept, but a mission that needs to be embraced throughout the organization.

Don’t find customers for your products, find products for your customers.

Seth Godin

You’ve got to start with the customer experience and work backwards for the technology… not start with “let’s sit down with the engineers and figure out what awesome technology we have”.

Steve Jobs

• How to create a customer centric strategy for your business
• Customer centric experience
• Become a customer-centric business in 7 steps