Are You Really Customer-Centric? How to Always Put Your Users First

Customer-centricity is a business approach that focuses on putting customers at the center of all operations, from product updates to communications and KPIs. It involves understanding the user journey, collecting and analyzing feedback, building features users crave, onboarding users effectively, offering proactive support, being transparent and honest, and looking after employees. Measuring customer-centricity can be done through metrics such as customer retention, CSAT score, Net Promoter Score, and CES score. By prioritizing customer happiness, companies can increase customer satisfaction, loyalty, and profitability while reducing churn and the cost of acquiring new customers.