Recent research has revealed that customer-centric companies are more successful than their competitors when it comes to increasing customer satisfaction, reducing operating costs, mitigating risks, and creating more engaged workforces. This has sparked a renewed focus on customer-centricity, as businesses look to emulate the success of some of the world’s most valued companies, such as Alphabet, Amazon, Apple, Google and Microsoft.
However, according to experts, only around 15% of businesses have truly embraced a customer-centric operating model. Even those who have done so have found themselves struggling to maintain it, as they often slip into a mindset of asking customers what they want or become overly focused on their own objectives.
The gap between customer-centric companies and their competitors is set to widen in the future. Those that are able to create an effective, always-on value delivery system, capable of understanding customer signals from all interactions, touchpoints, and channels, will be able to deliver personalised customer experiences and stay ahead of the competition.
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