What does Customer Centricity mean?
It is placing the customer at the center.
Definition
Customer Centricity is a business strategy that prioritizes placing the customer at the center of all operations, with the goal of providing a positive experience and building long-term relationships.
Importance
It is crucial for businesses as it can increase customer loyalty, improve retention rates, and ultimately achieve greater profitability.
Use of Data
A key part of this approach is using customer usability and engagement data to understand their behaviors and preferences.