Customer Centricity: Definition and Importance

Customer centricity means putting the customer at the centre of everything a business does. It’s about knowing what customers want and need. This way, companies can offer services and products that make customers happy, loyal, and eager to recommend others.



Brands like Amazon and Zappos focus a lot on making customers happy. They invest in understanding what customers like. This has made them very successful and set them apart from others. Research by Deloitte shows that 88% of companies beli