- Customer Centricity – why is it so scary for some?
While traditional organisations were busy chasing the economy of scale, juggling cost-cutting tactics and monopolistic power plays, they failed to notice the arrival of a new player: the demanding customer. Welcome to the new economy of demand, where delivering customer value reigns supreme and dictates market dominance.
Customer centricity is the art of decoding and prioritising customer needs, behaviours, and preferences to craft bespoke experiences across all touchpoints. In the cutthroat world of competitive markets, organisations must embrace customer centricity to stand out and cultivate customer loyalty.
Design is the secret ingredient that adds flavour to customer centricity, empowering organisations to deliver products and services that resonate with their target audience. By harnessing the power of design thinking and user research, organisations can make an empathic connection with their customers and teams to whip up solutions that satisfy needs and exceed expectations.