Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

It’s easy for businesses to get swept up in the day-to-day pursuit of increased market share, higher ROI and bigger bottom lines. While it’s crucial for organizations to be forward-thinking and ...

There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...