Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.
What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?
For example, lets say you need to raise fees, but your customers disagree. Or you have policies in place to secure and protect your institutions assets, but those policies feel unfriendly to your customers. How can making a decision that is best for customers also be a smart strategy for your business?
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