We are dwelling in the age of the customer. The concept of customer centric culture and its benefits have been discussed since the last five decades. Still many organisations are struggling to fully align themselves to the customer centric pattern. Customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics shows results. No business can run without customers. Be it creating new products or resolving issues, customers are at the centre of a business.
Customer centricity for an organisation is all about keeping the customer at the heart of the business and revolving around. It becomes achievable when every process starts and ends with customer satisfaction in mind. Customer centricity is not an isolated procedure but an ideology which governs the functioning of an organisation. It is a journey that an organisation undertakes in order to achieve this ideology. In the age of the customer, companies must transform their cultures from product-centric to customer-centric. In order to shift the paradigm, it requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience.