Focus on the Right Customers for Strategic Advantage

Customer centricity is not about providing super customer service or putting the customer at the center of everything. It is about understanding that not all customers are created equal and placing disproportionate attention on the high-value customers. This approach involves recognizing that some customers are more valuable than others and building products and services that cater to their needs. It also means being mindful of the less valuable customers and finding cost-effective ways to keep them engaged. Ultimately, customer centricity is about strategically choosing the right customers and aligning business decisions around them.