Whitepaper Download: Six Tips to Build a Customer Centric Culture. Customer centricity is a culture of putting the customer at the center of everything you do. And it matters. According to the Harvard Business School, increasing customer retention rates by just 5% increases profits by 25% to 95%.
Just about every company depends upon satisfied and loyal customers for their success. Most claim in their mission statement and company values to be customer-centric. Yet few companies truly put the customer first and foremost on a day-to-day basis. Comcast, the lowest ranking customer service company in 2014 according to Temkin Ratings, proudly states that they “strive to earn the respect and trust of our customers” in their corporate values. Yet customers rated them at 22% compared to the leader, USAA, at 81%.
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