Companies have been trying to adopt customer centricity for nearly 20 years now. But the CMO Council reports that only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses on customer needs, companies should take six steps: Operationalize customer empathy; hire for customer orientation; democratize customer insights; facilitate direct interaction with customers; link employee culture to customer outcomes; and tie compensation to the customer. Company leaders are starting to recognize that culture and strategy go hand in hand. Only when customer-centric strategies are supported and advanced by culture will a company realize its customer-centric vision.

HBR lists 6 actions to build a customer-centric culture.

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Source: Harvard Business Review October 02, 2018 https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture

Author: Denise Lee Yohn