Customer Centricity

Definition of Customer Centricity

A business strategy that focuses on creating a positive experience for the customer at every stage of the customer journey.

Explanation of Customer Centricity

Customer centricity is a business approach that places the customer at the center of all decision-making processes and strategies. This mindset prioritizes creating positive customer experiences and building long-term relationships. Companies that embrace customer centricity focus on understanding and meeting the needs, preferences, and expectations of their customers. This involves gathering and analyzing customer feedback, personalizing interactions, and continuously improving products and services based on customer insights. By adopting a customer-centric approach, businesses can increase customer satisfaction, loyalty, and retention. This strategy not only drives growth and profitability but also enhances the company’s reputation and competitive advantage in the market.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.