This is something I talk about a lot. Customer centricity isn't just a nice idea - it's a strategic necessity in today's "Age of the Customer." A truly customer centric business delivers consistent, growing value for customers - and that's easier said than done.
Over the last 20 years or so, we've been very technology led - and for the right reasons - but in many instances we've lost sight of what the customers need and want and it's time to re-focus on the customer.
It's not enough to just say we're customer centric. Real customer centricity requires buy-in across the organisation - from product to finance to sales to leadership and beyond. It means focusing on outcomes that matter to customers, not just features or transactions. This shift is more critical than ever as customers expect far more personalised, service-driven experiences than just products.
But here's the reality check - while many companies aim for customer centricity, few fully achieve it. According to recent polls, less than 15% of customer leaders feel their organisations are genuinely customer centric, and only 10% believe their customers would agree. To close this gap, businesses need leadership that truly champions the customer perspective at the executive level, such as a Chief Customer Officer. This leader's role isn't just about retaining customers - it's about actively shaping strategies that drive customer success.
Real customer centricity requires breaking down silos and creating a unified approach to customer feedback. This includes giving teams the empowerment to act on customer insights, addressing the challenges they face, and ensuring every decision aligns with delivering real value.
If we want to succeed, our mission needs to be customer-focused at its core. How customer-centric do you feel your organisation really is?
