When companies want to improve their customer experience, they often take a step back and take stock of how customer-centric their entire organization already is. The logic goes that, in order to prepare yourself for a big leap, you first need to know exactly where you’re standing.
But in the words of explorer Ponce de León, true customer-centricity comes from within the individual. So, while it’s important for your company to examine carefully how good of a job it&rsquo....