Being customer-centric sounds easy but it is tough to execute well. These authors share five customer centricity models indicating there is more than one way to be customer-centric. The article is good perspective as strategies are modeled for 2024 and beyond.
You can’t transform your customers’ experiences unless you align the organizational culture—especially the day-to-day behaviors of employees—to reach a clear outcome.”
Source: SHRM, February 16, 2023. Link. The authors share five distinct customer-centricity models: innovation, consistency, empowerment, intimacy, and purpose.