Customer Centricity

What does Customer Centricity mean?

There’s a lot of hype about Customer Centricity – but what does it really mean in a world that is undergoing rapid transformation in the economic, political, social and technological arenas?

Put the customer at the heart of what you do

We believe that building sustainable, competitive advantage requires you to look at your customer and supplier strategies and your business models, and ask whether the customer is central to their design.

Being Customer Centric is seen in the ethos of the business and positively impacts decision making, behaviour and culture and, our research and experience proves, profitability.

We also believe that the process of achieving Customer Centricity is infinite! As you learn more about your customer’s desires and deliver on them, the more you are able to develop your offering to deliver more value.

Customer Attuned Director and CX Influencer, Peter Lavers on Customer Centricity

Customer Centricity Framework

Customer Experience Influencer and Director of Customer Attuned Peter Lavers says

“Customer Centricity radically switches an organisation’s focus from either naval gazing at KPIs or worse, their competitors’ performance to obsessing over their customers. Once you start to truly understand what your customer needs you can build a bilateral trusting relationship that results in, as Dr Mark Hollyoake states, mutual benefits.

Being Customer Centric takes buy-in from the whole organisation, at the Board and across departments. It is framed by a Customer Charter than translates the Customer Strategy into actionable behaviours. It is a lens to examine features of the Customer Journey – systems and processes and is a culture that shapes the behaviour and decision making. And, with Customer Attuned’s proprietary methodology, it is for the first time measurable.

Read more about the role of B2B Trust in achieving Customer Centricity.