Customer centricity

Based on the article of Shah et al “The path to customer centricity”, I found this really interesting video of Ranjay Gulati, professor of Harvard Business School and author of “Reorganize for Resilience: Putting Customers at the Center of Your Business“. In this video he discusses on some points of customer centricity mentioning that you need to identify your customers and the issues that they have to deal with, in order for your business to be regarded as customer centric. He explains that what you are supposed to care mostly is to solve your customers’ problems.

He also mentions that you are not considered customer centered if you look at your customers just through the lens of your products!

Last but not least, he suggests that you should align yourself in a fundamental way around customers’ problems trying to address those problems!

I hope you will find it interesting!


Fay Panagopoulou

One thought on “Customer centricity”

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