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Why Customer-centricity REALLY matters

If you’ve ever had a really bad customer experience and thought to yourself (or shared with a friend – or twenty) “Wow – I am NEVER going to do business with this organization again,” you are not alone. Most of us have had bad experiences at some point, and research shows, it tends to send us directly into the waiting arms of the nearest competitor.

Conversely, a really GREAT customer experience can go a long way toward earning trust and increasing loyalty. Time and time again, it’s been proven that even as the economy, products, and preferences change, organizations that demonstrate a superior level of service (a.k.a customer-centricity) are more likely to retain their current customers. And even more importantly, those customers will engage more and spend more of the course of their lifetime.

So you might be thinking to yourself, “This is awesome, because MY organization is ALREADY customer-centric.” But do you know this for sure? Check out the below infographic – I think you’ll be as surprised as I was to discover extensive data detailing the vast difference between how organizations feel they are delivering on customer experience, vs. customer experience index scores and reporting.

You can access the full-sized version here.


 Want to learn more? Download this free whitepaper for information about the critical measurements that can contribute toward a customer-centric culture.