The Time Has Come To Become Customer-Centric

Customer-centricity truly is the elephant in the room for most businesses.

In 2014 in my 1st book The Growth Strategy That Is Being Ignored, the number 1 thing I shared that I believed was what was stopping companies growing as they could be is this:

“Companies are talking the talk about being customer-centric, not walking the walk.”

Today, 7 years later, my feelings haven't changed. No matter how many more millions and billions of money businesses are spending on tools, technology, infrastructure, advertising - company culture and mindset isn't changing.

Here are 10 of my core beliefs about customer-centricity

Customer-centricity and leadership

1. The more humility that is demonstrated by leaders and managers, the less egotism and opinion drive decision making

2. The less egotism and opinion drive decision making, the more willing leaders are to listen to the ideas of their employees

3. The more willing a business is to listen to the ideas of their employees, the more willing they will be to listen to their customers and potential customers

4. The more willing a business is to listen to their customers and potential customers, the more customer-centric the business will become

Customer-centricity and employee engagement

1. The more employees are given the opportunity to share their ideas and be heard, the more engaged and motivated they will become

2. The more engaged and motivated employees become, the more likely they are to provide customers with a fantastic experience

3. The more engaged and motivated employees become, the happier they become

Customer-centricity and customer loyalty

1. The more a business is customer-centric, the easier their customer experience becomes

2. The easier a customer experience becomes, the more visitors become customers

3. The more a business is customer-centric, the more loyalty customers will show

“The more loyalty customers show to a business, the more growth, profitability and sustainability the business will have”

There is one more belief I have on customer-centricity, based upon all of the above:

“Customer-centric businesses make the world a happier place”

What do you think? What do you believe about customer-centricity?