How to create a customer-centric culture in your company

When talking about customer service and its importance, a famous phrase from Maya Angelou comes to mind: “People will forget what you said, they will forget what you did, but they will never forget how you made them feel.” And, today this phrase can be easily transferred to the business environment and, especially, to the customer experience and its points of contact. Being customer-centric is a way of thinking about your customers’ buying journey and adopting a strategy in which the customer is at the center of the business. All the company’s efforts will be directed to satisfy the needs of its clients and offer them the best possible experience in a lasting way. Both Amazon and the Zappos are excellent examples of customer-centric brands and have spent years creating a culture around the customer and their needs. Its commitment to offering value to the customer is genuine – even Zappos fires employees if the customer requirement is not met. However, executing a customer-centric strategy does not