Introduction customer centricity

Customer-focused leadership

You as a leader have the prime responsibility of ensuring that every action and decision made within the company must be based on the customer’s needs and expectations. The days that customer-centricity is in the hands of the customer service staff are long gone. Instead, we need to start with aligning all business units to focus on customer needs. To win over customers, one needs to understand and manage their emotions when interacting with a company. An engaging customer experience creates a strong long-term relationship and leads to retention and long-term growth. Customer-focused leadership translates to company-wide understanding and willingness to meet and exceed customer expectations. Your company will stand out from the competition ‘dishing’ out similar products and services. Customer-focused leadership is the single most important differentiator that will give you the ‘edge’.