The mantra of marketing has changed:
Market Orientation (focusing on the market rather than on the internal business processes) is not enough. Customer Centricity (aligning the whole company around customer experience) is everything!
A recent global Millward Brown Vermeer study demonstrates that the correlation of top performing firms in terms of revenues and customer centricity is approaching unity, making customer centricity a strong predictor of high performance.
But what does it take to become a customer centric company?