Companies that are customer-centric, focus on what their users want to accomplish and develop a deep understanding of their needs and preferences. They design products and experiences that fulfil customers’ needs and are enjoyable. That said, only 23% of companies implement a successful customer experience improvement strategy. A truly surprising development, as customer-centric companies increase their sales up to 8% above the market level (Bain & Co). Do you have a customer-centric strategy?
Describe how your organization is putting the customer at the heart of the organization, at any point in time, incorporating different solutions and stakeholders.