Customer centricity is misunderstood. A change in retail has already occurred: technology users and their need for immediacy have severed the middle ground. Retail in the middle, grounded in mediocrity is doomed. The unifying force, no matter what way you shop, demands a customer-focused experience.
https://www.retaildive.com/news/customer-centricity-is-misunderstood/524103/
There is no doubt that creating a competitive advantage in today’s business environment is about much more than having great products and attaching the right price tag. With informed customers expecting much more, CEOs are turning to customer experience (CX) strategies to build the kind of sustainable advantage that leads to business outcomes and long-term success. To establish and maintain CX as a critical business strategy, the direction and discipline naturally starts at the top.
In other words, today’s successful companies need customer-focused CEOs.
http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/7-Signs-Your-CEO-Is-Customer-Focused-117680.aspx/
As the customer experience profession matures, one thing has become clear: CX professionals can’t have a strong impact unless the surrounding culture is supportive. And creating such a culture is difficult.
In a forthcoming study by Walker, CX professionals listed “developing a customer-centric culture” as the most effective way to meet customers’ changing needs. Fewer than half, however, stated that customer focus has a significant influence on their company’s culture. In other words, CX professionals believe a culture focused on customers can make a big difference, but they don’t feel their colleagues are catching on.
http://www.destinationcrm.com/Articles/Columns-Departments/Voice-of-the-Customer/Who-Makes-a-Company-Customer-Focused-120042.aspx/
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