Creating a CustomerCentric Business Culture

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly.

To identify the variables that exist in successful customer-centric cultures, we looked at companies across industries and regions that demonstrate best-in-class business performance. Think:, Ritz-Carlton, Zappos, Starbucks. These are household brands that consistently deliver a positive customer experience. How do they do it year after year, even as they grow and expand?

We honed in on the common characteristics and practices across these businesses, and then outlined the ways in which companies can leverage research in order to achieve excellence. We found there are as many nuances and variables to business performance as there are companies, but one overarching commonality stood out: customer centricity starts with integrating employees and customers.