7 Secrets of Effective and Sustainable Customer Centric Activation


Customer centricity is sometimes used as a general term for prioritizing customer feedback or customer satisfaction, but the truth is that making customers happy is only one aspect of this business approach. To have sustained success, companies must understand what the customer needs and wants, and ensure that these are met through the right internal and customer-facing strategies, processes and marketing initiatives.

That is where a new structure, driven by data-driven customer science, comes in. The seven pillars of customer centricity provide a framework for action, giving companies the insights needed to track, measure and improve in seven core areas. By analyzing customers’ perceptions against these pillars, marketers have a blueprint for customer-centric activation to drive customer loyalty.

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Customer Centricity and Design Thinking