How does a business become more customer centric? A customer centric business approach is one that requires the right support, resources and, most importantly, a dedicate CX team focused on building a company culture centered on creating a positive customer experience at all stages in the consumer life cycle. While the approach to customer centricity may vary by business, there are three cultural practices that all business must embrace to build a long term customer centric culture.

What is Customer Centricity?

Customer centricity is a business approach that focuses on creating a positive experience for customers through all stages of the customer life cycle and placing customers’ needs and values at the center of business culture. Customer centric organizations often see benefits such as increased revenue, reduced cost, high customer loyalty and better positioning over competitors because they can build and execute strategies that enhance the customer experience at all levels.

Changing a business’ culture to one that is more customer centric is a process that will require the right support, resources and technologies and can often vary by organization. However, there are a few practices enforced by all successful customer centric business that should be adopted and cultivated by CX teams aiming to have an impact across their company.

3 Culture Practices for Long Term Customer Centricity

To create a culture focused on the customer, CX leaders need to:

  • Build and organization structure that reinforces customer centricity

  • Distribute power and responsibility for customer centricity

  • Identify and scale emergent employee behaviors