While essentially every company is customer-focused, very few companies are customer-centric.
What’s the difference between the two? Tried and true customer-centric companies invest in their customers, expand their offerings to address their needs and desires, and put consumers at the heart of all their decision-making.
And their efforts pay off handsomely. Numerous research studies show that customer-centric companies regularly outperform their competitors. While this seems like the logical road to take, and with it being a critical success factor for savvy CMOs in 2016, there still is a considerable void in the number of companies implementing customer-centric best practices.
So how exactly does a company become customer-centric?