The customer centric model

The main ingredients for becoming customer-centric are:

  1. Understanding your customers in the first place
  2. Collecting continuous feedback from them about their experience with your company
  3. Designing (and tracking) their experience using the above insight


This means:

  1. your leadership task is to demand from your team to continuously collect customer feedback and analyze it  
  2. you empower all parts of the organization to improve the customer experience but especially you empower the front line: the customer facing organization, and eventually involve your back office to support them. 
  3. You measure meanigful metrics that represent value creation for your customers.