Why create a culture of customer centricity? For one thing, 95 percent of customer centric companies report that their customers are satisfied with their products and services, while only 46 percent of non-customer centric companies can say the same. And today, delivering a world-class customer experience is just as essential in the B2B world as it is in B2C.
However, becoming customer centric and creating an amazing customer experience doesn’t happen overnight. Consistently delivering a phenomenal customer experience requires a collective shift in mindset and practice. It involves the improvement of workflows and value chains. In short, customer centricity requires a transformation.
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