Definition of Customer Centricity
James Dodkins, Chief Customer Officer at the BP Group, recently posed the question “What do YOU define customer centricity to be? What qualifies as a customer centric organisation?“
My ‘off-the-cuff’ response was “One where a customer’s needs are consistently met. And if, on the rare occasion they are not, recovery is swift and sincere.”
A couple of days later Maz Iqbal questioned whether being Customer Centric was necessarily a good thing in a very personal and thought provoking post. In my eyes Maz makes a similar argument to that of whether Hitler was a Leader or not. A question that has been argued for and against by Leadership theorists for decades generally on the basis of principle that a true Leader can only lead for good and not evil or it does not matter either way – a Leader is a Leader.
Yes organisations can be focused or centered on customers for the wrong reasons – for example they may have no intention of creating value for customers and are simply chasing “bad profits”. But proponents of Outside In or Customer Centricity would argue this is fundamentally against the principles of Outside In / Customer Centricity.
At the end of the day, its all about the definition of terms, just agree yours with those you interact with and move forward.