What is Customer Centricity?

About this video

• Video Title: What is Customer Centricity?
• Channel: Eagle's Flight
• Speakers: None explicitly named
• Duration: 00:02:20

Overview

This video explains the concept of customer centricity, differentiating it from basic customer service. It emphasizes that customer centricity involves all internal processes and decisions impacting the customer experience, and it's crucial in today's fast-paced, consumer-led economy with instant feedback loops. The video outlines three key actions employees need to take for customer centricity: identifying opportunities, taking ownership, and acting upon them.

Key takeaways

• Customer Centricity vs. Customer Service: Customer centricity extends beyond direct customer interactions and focuses on all internal processes and decisions that impact the customer experience.
• Importance in Modern Economy: In a consumer-led economy with rapid feedback via social media, customer centricity is vital for defining and shaping the customer experience.
• Intentionality is Key: Customer centricity requires employees to consciously think about and prioritize the customer in their daily work and decision-making.
• Three Employee Actions: To achieve customer centricity, employees must:
  1. See Opportunities: Identify areas for improvement within their role or the organization that impact the customer.
  2. Take Ownership: Accept accountability for addressing these opportunities.
  3. Do Something: Take action, either individually or by leading a group, to implement solutions and improve the customer experience.